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EWON Insights Oct-Dec 2021
- Table 2 Insights Oct to Dec 21
Table 2 Insights Oct to Dec 21
Insights October to December 2021 - Complaint core issues
Table 2 – Top 10 core issues, cases closed October to December 2021, including previous four quarters
| Primary issue | Secondary > tertiary issue | Oct-Dec 2020 | Jan-Mar 2021 | Apr-Jun 2021 | Jul-Sep 2021 | Oct-Dec 2021 |
|---|---|---|---|---|---|---|
| Billing | High > disputed | 1,215 (29.6%) | 897 (23.5%) | 833 (21.8%) | 1,124 (27.7%) | 1,263 (33.6%) |
| Billing | Estimation > meter access / not read | 163 (4.0%) | 141 (3.7%) | 116 (3.0%) | 163 (4.0%) | 159 (4.2%) |
| Credit | Payment difficulties > current / arrears | 74 (1.8%) | 86 (2.3%) | 107 (2.8%) | 152 (3.8%) | 127 (3.4%) |
| Billing | Account closing > error* | - | - |
|
89 (2.2%) | 91 (2.4%) |
| Billing | Error > other | 59 (1.4%) | 104 (2.7%) | 90 (2.4%) | 88 (2.2%) | 86 (2.3%) |
| General | Energy / water | 145 (3.5%) | 133 (3.5%) | 157 (4.1%) | 139 (3.4%) | 78 (2.1%) |
| Billing | Backbill | 90 (2.2%) | 75 (2.0%) | 73 (1.9%) | 85 (2.1%) |
|
| Billing | Contract terms > variation in price / terms | 11 (0.3%) | 13 (0.3%) | 17 (0.4%) | 63 (1.6%) | 66 (1.8%) |
| Billing | Error > payment | 86 (2.1%) | 81 (2.1%) | 81 (2.1%) | 77 (1.9%) | 66 (1.8%) |
| Billing | Other | 49 (1.2%) | 77 (2.0%) | 62 (1.6%) | 78 (1.9%) | 65 (1.7%) |
| Billing | Refund or credit > delay / error / form | 100 (2.4%) | 91 (2.4%) | 91 (2.4%) | 84 (2.1%) | 65 (1.7%) |
| Total issues per quarter | 4,105 | 3,815 | 3,827 | 4,053 | 3,755 |
*New issue 1 July 2021
*There is a difference in the number of cases received and the number of core issues. This is because core issues are only assigned when a case is finalised and cases opened in one quarter can be closed in a later quarter.
