Systemic issues
There were 82 potential systemic issues recorded in 2019-2020. Billing remains the most common type of systemic issue registered, accounting for 37.7% of potential systemic issues.
A systemic issue is a problem that a customer has with an energy or water company that affects, or could affect, more than one customer. Under the Energy and Water Ombudsman Act 2006, we identify any systemic issues that arise from complaints to us.
Causes of systemic issues
Many factors can cause a systemic issue, including human error, failed systems and lack of policies or procedures.
Identifying and measuring systemic issues
We identify potential systemic issues in several ways:
- our investigation team monitors complaints and identifies potential systemic issues through our case management system
- we stay informed about current and emerging systemic issues through advice from the Advisory Council and our relationships with scheme participants and government and ombudsmen agencies
- scheme participants may tell us about a systemic issue.
Resolving systemic issues
In 2019-2020, 24 systemic issue notices were issued to scheme participants. When we identify a systemic issue, we tell the scheme participant, and advise how the issue could be resolved and how to stop it re-occurring.
We also tell the relevant regulatory agency if a systemic issue could breach or violate a legislative code or licence.
Depending on the concern, our identification of systemic issues may lead a scheme participant to:
- redesign products and services
- change organisational practices and procedures
- retrain staff on product and service delivery
- reassess consumer information (e.g. labelling)
- reassess the performance of after-sales service
- receive an early warning about potential product and service defects.
Potential systemic issues
| Issue | 2015-16 | 2016-17 | 2017-18 | 2018-19 | 2019-20 |
|---|---|---|---|---|---|
| Billing | 34 | 35 | 41 | 27 | 29 |
| Customer service | 14 | 13 | 35 | 13 | 27 |
| Marketing | 2 | 2 | 12 | 9 | 9 |
| Provision | 2 | 2 | 17 | 12 | 4 |
| Transfer | 1 | 1 | 11 | 6 | 3 |
| Metering | 0 | 2 | 3 | 1 | 0 |
| Credit | 1 | 1 | 0 | 0 | 0 |
| Supply | 1 | 1 | 0 | 0 | 0 |
| Water | 1 | 0 | 0 | 0 | 0 |
| Other | 3 | 5 | 1 | 8* | 10* |
| Total | 59 | 62 | 120 | 76 | 82 |
*Includes disconnection, hardship and network assets.
See the official copy of the 2019-20 annual report, as tabled in the Legislative Assembly of Queensland, on the Queensland Parliament's tabled papers website.