Table 1 and 2 Insights Jul-Sep 2023

Billing 

High > disputed

2,365
(35.0%)

1,357
(30.9%)

1,290
(29.7%)

1,443
(31.4%)

1,266
(28.1%)

Billing

Estimation > meter access / not read

229
(3.4%)

129
(2.9%)

176
(4.1%)

209
(4.5%)

172
(3.8%)

Billing

Account closing > error 

173
(2.6%)

82
(1.9%)

108
(2.5%)

103
(2.2%)

119
(2.6%)

Billing 

Rebate / concession > error 

160
(2.4%)

74
(1.7%)

88
(2.0%)

72
(1.6%)

113
(2.5%)

Billing 

Backbill 

151
(2.2%)

104
(2.4%)

108
(2.5%)

112
(3.1%)

103
(2.3%)

Billing 

Delay 

149
(2.2%)

121
(2.8%)

89
(2.0%)

77
(1.7%)

50
(1.1%)

Billing 

Contract terms > price increases 

145
(2.2%)

111
(2.5%)

67
(1.5%)

113
(2.5%)

113
(2.5%)

Billing 

Error > payment 

138
(2.0%)

74
(1.7%)

66
(1.5%)

76
(1.7%)

62
(1.4%)

Billing 

Refund or credit > delay/error/form 

135
(2.0%)

104
(2.4%)

93
(2.1%)

90
(2.0%)

94  
(2.1%)

Credit

Payment difficulties > current / arrears

131
(1.9%)

109
(2.5%)

97
(2.2%)

98
(2.1%)

106  
(2.4%)

Billing

High > disputed 

2,872
(23.4%)

1,688
(20.5%)

1,640
(20.8%)

1,855
(22.1%)

1,599
(19.5%)

Customer service 

Poor service

1,332
(10.9%)

1,293
(15.7%)

1,098
(13.9%)

1,173
(14.0%)

1,178
(14.3%)

Customer service

Failure to respond

558
(4.6%)

244
(3.0%)

199
(2.5%)

231
(2.8%)

328
(4%)

Billing

Estimation > meter access / not read

532
(4.3%)

324
(3.9%)

419
(5.3%)

430
(5.1%)

357
(4.4%)

Billing 

Backbill 

279
(2.3%)

188
(2.3%)

202
(2.6%)

144
(1.7%)

158
(1.9%)

Customer service 

Incorrect advice / information 

277
(2.3%)

150
(1.8%)

121
(1.5%)

180
(2.1%)

179
(2.2%)

Credit

Payment difficulties > current / arrears

253
(2.1%)

200
(2.4%)

171
(2.2%)

197
(2.4%)

193
(2.4%)

Billing 

Contract terms > price increases 

223
(1.8%)

150
(1.8%)

94
(1.2%)

170
(2.0%)

183
(2.2%)

Billing 

Rebate / concession > error 

222
(1.8%)

93
(1.1%)

116
(1.5%)

106
(1.3%)

161
(2.0%)

Billing 

Account closing > error 

216
(1.8%)

125
(1.5%)

155
(2.0%)

153
(1.8%)

160
(2.0%)