|
|
Account Fees & Charges | Consumer is querying fees or charges on their account by their retailer | 537 |
| Account Payment Difficulties | Consumer is experiencing difficulty in making payment of their energy account | 345 |
| Account Responsibility | Consumer has query as to the name on their energy account | 284 |
| Compensation - Damages & Loss | Consumer alleges damage or loss of goods as result of incident on electricity or gas network | 41 |
| Connection Issue - Existing Network | Consumer is seeking new connection to the existing network (eg. new residence) | 243 |
| Connection Issue - Extension of Supply | Consumer is seeking to have supply extended from the electricity or gas network to their property | 63 |
| Contract Issue | Consumer has a complaint over the terms or conditions of their energy contract (market or standard contract) | 399 |
| Customer Service | Consumer complaint regarding the manner of contact with their energy supplier (eg. call centre contact) | 256 |
| Debt Collection | Consumer has complaint about contact by a debt collection agency seeking payment | 21 |
| Disconnections | Consumer has had energy supply disconnected and is seeking assistance to be reconnected | 170 |
| EOQ General Enquiry | Customer is seeking generic information (eg information on FRC) | 671 |
| Equipment/Assets | Consumer is seeking to have energy supplier's assets relocated or removed from near or on their property (eg. relocation of power pole) | 44 |
| GSL | Consumer is seeking a guaranteed service level rebate in accordance with the Electricity Industry Code | 4 |
| High/Disputed Account | Consumer is claiming their energy account is unusually high and is disputing both energy consumption and payment | 418 |
| Interruption to Supply | Consumer is claiming an interruption to their electricity or gas supply via the network | 17 |
| Market Conduct | Consumer complaint regarding the conduct of retailers attempting to sign customers on negotiated contracts | 135 |
| Quality of Supply | Consumer complaint regarding the quality of their energy supply | 16 |
| Refer back to Energy Supplier | Customer is referred back to their energy provider as they have not initially raised their complaint with their provider | 2,925 |
| Referral to Energy Regulator | Customer complaint is referred to the Department of Mines and Energy | 610 |
| Referral to Office of Fair Trading | Customer is referred to OFT | 10 |
| Referral to Other Agency | Customer complaint is referred to another agency (eg Department of Communities) | 132 |
| Referral to Queensland Competition Authority | Customer is referred to QCA | 22 |
| Vegetation/Environment | Consumer complaint regarding the trimming or removal of vegetation near energy assets (eg. trees near powerlines) | 15 |
| Total Cases | | 7,378 |
