Complaint statistics 2019-2020

Total cases registered per month 2019–20

Month Total cases
July 2019 737
August 2019 732
September 2019 677
October 2019 748
November 2019 644
December 2019 479
January 2020 702
February 2020 626
March 2020 644
April 2020 508
May 2020 470
June 2020 545
Total 7,512

Total cases closed – FYTD at 30 June 2020

Case issueDescriptionTotal
Billing High/disputed bills, delays, errors, estimated accounts, fees & charges, rebates/concessions, tariff, meters, refunds, etc. 3,109
Credit Payment difficulties, disconnection, bad debt, etc. 1076
Customer service Failure to inform/respond, incorrect advice, poor attitude/service, privacy issues, etc 536
Land Impact of network assets, maintenance, vegetation management, etc. 89
Marketing Conduct of energy marketers, misleading information, pressure, non-account holder signed up, etc. 49
Provision Problems with new or existing energy connections, etc. 655
Supply Quality of energy supply, damage/loss, outage, etc. 154
Transfer Error in billing/transfer of account due to switching retailers, contract terms, delay in transfer, site ownership, etc. 199
Other Customer issues that do not fall into the above categories 121
Referral Customer is referred to other organisation 901
General enquiry General enquiries for information 732
Total 7,621

Note: All case issues other than 'Referrals' and 'General enquiries' include a combination of 'Referral to Higher Levels', 'Refer back to suppliers', and 'Investigations'.


Total cases closed per month 2019–20

Month Total cases
July 2019 737
August 2019 672
September 2019 666
October 2019 692
November 2019 707
December 2019 569
January 2020 645
February 2020 659
March 2020 665
April 2020 566
May 2020 495
June 2020 548
Total 7,621