|
|
Billing | High/disputed bills, delays, errors, estimated accounts, fees & charges, rebates/concessions, tariff, meters, refunds etc. | 2,994 |
| Credit | Payment difficulties, disconnection, bad debt etc. | 1,275 |
| Customer service | Failure to inform/respond, incorrect advice, poor attitude/service, privacy issues etc. | 830 |
| General | General enquiries for information. | 1,091 |
| Land | Impact of network assets, maintenance, vegetation management etc. | 35 |
| Marketing | Conduct by energy marketers, misleading information, pressure, non-account holder signed up etc. | 198 |
| Provision | Problems with new or existing energy connections etc. | 122 |
| Refer back | Customer is referred back to their energy provider because they haven't raised the complaint with them first. | 5,652 |
| Referral | Complaint is referred to another agency which is responsible. | 799 |
| Supply | Quality of energy supply, damage/loss, outage etc. | 72 |
| Transfer | Error in billing/transfer of account due to switching retailers, contract terms, delay in transfer, site ownership etc. | 458 |
| Total cases | | 13,526 |
