Table 3 Insights Oct to Dec 2021

Insights October to December 2021

Table 3 – Top 10 issues, complaints received October to December 2021, including the previous four quarters

Primary issue	Secondary issue > tertiary issue	Oct-Dec 2020	Jan-Mar 2021	Apr-Jun 2021	Jul-Sep 2021	Oct-Dec 2021
Billing	High > disputed	1,600 (20.1%)	1,204 (16.2%)	1,130 (15.7%)	1,403 (19.6%)	1,565 (23.4%)
Customer service	Poor service	733 (9.2%)	698 (9.4%)	644 (8.9%)	680 (9.5%)	663 (9.9%)
Billing	Estimation > meter access / not read	405 (5.1%)	340 (4.6%)	308 (4.3%)	382 (5.3%)	450 (6.7%)
Customer service	Failure to respond	382 (4.8%)	347 (4.7%)	296 (4.1%)	320 (4.5%)	358 (5.4%)
Credit	Payment difficulties > current / arrears	193 (2.4%)	190 (2.6%)	250 (3.5%)	258 (3.6%)	218 (3.3%)
Billing	Backbill	183 (2.3%)	165 (2.2%)	157 (2.2%)	149 (2.1%)	152 (2.3%)
Billing	Error > other	106 (1.3%)	165 (2.2%)	179 (2.5%)	167 (2.3%)	145 (2.2%)
Billing	Account closing > error*	-	-	-	139 (1.9%)	118 (1.8%)
Credit	Collection > debt collector	103 (1.3%)	140 (1.9%)	134 (1.9%)	88 (1.2%)	101 (1.5%)
Customer service	Incorrect advice / information	232 (2.9%)	242 (3.3%)	205 (2.9%)	134 (1.9%)	99 (1.5%)
Total issues per quarter		7,943	7,423	7,201	7,148	6,696

*New issue 1 July 2021

Note: The total number of issues recorded will be greater than the number of complaints received.