Table 3 Insights Jul-Sept 22

Primary issue 

Secondary issue >
tertiary issues 

Jul 22 – Sep 22

Apr 22 – Jun 22

Jan 22 – Mar 22 

Oct 21 – Dec 21

Jul 21 – Sep 21 

Billing 

High > disputed

1,599
(19.5%)

1,010
(15.7%)

1,122
(19.6%)

1,565
(23.4%)

1,403 
(19.6%) 

Customer service 

Poor service 

1178
(14.3%)

781
(12.2%)

545
(9.5%)

663
(9.9%)

680 
(9.5%) 

Billing 

Estimation > meter access / not read 

357
(4.4%)

316
(4.9%)

370
(6.5%)

450
(6.7%)

382 
(5.3%) 

Customer service 

Failure to respond 

328
(4.0%)

308
(4.8%)

317
(5.5%)

358
(5.4%)

320 
(4.5%) 

Credit

Payment difficulties > current / arrears

193
(2.4%)

180
(2.8%)

165
(2.9%)

218
(3.3%)

258 
(3.6%)

Customer service

Incorrect advice / information

183
(2.2%)

122
(1.9%)

88
(1.5%)

99
(1.5%)

134
(1.9%)

Billing

Contract terms > price increase

183
(2.2%)

61
(0.9%)

13
(0.2%)

28
(0.4%)

45
(0.6%)

Billing 

Error > other

166
(2.0%)

168
(2.6%)

143
(2.5%)

145
(2.2%)

167 
(2.3%) 

Billing 

Account closing > error

161
(2.0%)

128
(2.0%)

145
(2.5%)

118
(1.8%)

139 
(1.9%) 

Billing

Rebate/concession > error

161
(2.0%)

96
(1.5%)

55
(1.0%)

88
(1.3%)

97
(1.4%)