Complaints Jan-Mar 2024

Complaints this quarter

January-March 2023 to January-March 2024

Complaint volumes have remained high this quarter, with EWON receiving 6,841 complaints. This is 57.4% higher than the January to March 2023 quarter, and a decrease of 5.3% compared to the quarter before.

graph showing 57.4% increase in complaints since January to March 2023

Complaints by industry

Complaints received by industry, January to March 2024

Case subject	Provider type	Jan – Mar 24
Electricity	Exempt retailer	46
Electricity	Network	204
Electricity	Retailer	5,374
Electricity	Not allocated	43
Electricity total		5,667
Gas	Exempt retailer	0
Gas	Network	43
Gas	Retailer	861
Gas	Not allocated	7
Gas total		911
Water	Network	74
Water	Retailer	133
Water	Not allocated	24
Water total		231
Non-energy/ Non-water total		32
Grand total		6,841

Customer complaint issues

High bills were again, the largest driver for complaints to EWON this quarter. Although complaints where customers reported this as their core issue were 15.5% lower than the previous quarter, they were 92.6% higher than the January to March 2023 quarter.

The slight decrease experienced in this quarter is not expected to continue. There has been a consistent pattern of increased complaints when compared to the same period in the previous year for over 12 months. While we may see increases and decreases quarter to quarter, it is likely that this will fit with previous seasonal usage patterns. We anticipate either further increases or the stabilising of complaint levels that remain with higher numbers.

Issues relating to billing information and estimated bills remained high in this quarter. Customers also raised concerns relating to payment difficulties and concessions and rebates, showing high energy prices and cost of living pressures remain a major concern for customers. We will continue to monitor these issues and provide customers with appropriate referrals to assist them.

Top 10 core issues received, January to March 2024, including the previous four quarters

Primary issue	Secondary issue > tertiary issues	Jan – Mar 24	Oct – Dec 23	Jul – Sep 23	Apr – Jun 23	Jan – Mar 23
Billing	High > disputed	2,484 (37.6%)	2,940 (40.9%)	2,365 (35.0%)	1,357 (30.9%)	1,290 (29.7%)
Billing	Information	326 (4.9%)	210 (2.9%)	73 (1.1%)	47 (1.1%)	75 (1.7%)
Billing	Estimation > meter access / not read	282 (4.3%)	281 (3.9%)	229 (3.4%)	129 (2.9%)	176 (4.1%)
Billing	Rebate / concession > error	178 (2.7%)	192 (2.7%)	160 (2.4%)	74 (1.7%)	88 (2.0%)
General	Energy / water	162 (2.5%)	97 (1.3%)	116 (1.7%)	110 (2.5%)	153 (3.5%)
Billing	Backbill	154 (2.3%)	172 (2.4%)	151 (2.2%)	104 (2.4%)	108 (2.5%)
Billing	Error > payment	154 (2.3%)	163 (2.3%)	138 (2.0%)	74 (1.7%)	66 (1.5%)
Billing	Account closing > error	141 (2.1%)	160 (2.2%)	173 (2.6%)	82 (1.9%)	108 (2.5%)
Billing	Refund or credit > delay/ error/form	138 (2.1%)	194 (2.7%)	135 (2.0%)	104 (2.4%)	93 (2.1%)
Credit	Payment difficulties > current / arrears	125 (1.9%)	133 (1.8%)	131 (1.9%)	109 (2.5%)	97 (2.2%)

Water complaints

Water core issues, January to March 2024

Complaint issues	Number
Billing > high > disputed	49
General > energy / water	26
Land > property damage / restoration	16
Supply > sewer overflow / blockage	12
Billing > error > payment	7

Embedded network complaints

This quarter EWON opened 179 complaints from embedded network customers.

Embedded network complaints by service provider, January to March 2024

Service provider	Number
Electricity > network > exempt	4
Electricity > retail > authorised	111
Electricity > retail > exempt	46
Electricity > not allocated	2
Gas > retail > authorised	16
Total	179

Embedded network core issues, January to March 2024

Complaint issues	Number
Billing > high > disputed	76
Billing > information	7
General > energy / water	7
Billing > estimation > meter access / not read	6
Billing > account closing > error	5

Consumer energy resources complaints

This quarter 683 complaints received were related to behind the meter technologies. This is 12.1% of our overall complaints about electricity for the quarter. It is likely that this will continue to increase during the transition towards net zero and the continued roll out of smart meters.

Consumer energy resources by service provider, January to March 2024

Service provider	Number
Electricity > network > authorised	22
Electricity > not allocated	27
Electricity > retail > authorised	633
Electricity > retail > exempt *	1
Total	683

* Consumer energy resources within embedded networks or exempt sellers offering solar powered purchase arrangements (SPPA)

Consumer energy resources core issues, January to March 2024

All core complaint issues	Total
Billing > high > disputed	258
Billing > tariff > feed-in	83
Digital meter exchange > fault > solar connection	46
Digital meter exchange > delay	45
General > energy / water	32

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