|
|
Billing issues | High/disputed bills, delays, errors, estimated accounts, fees & charges, rebates/concessions, tariff, meters, refunds etc. | 716 |
| Credit/payment difficulties | Payment difficulties, disconnection, bad debt etc. | 80 |
| Customer service | Failure to inform/respond, incorrect advice, poor attitude/service, privacy issues etc. | 59 |
| General | General enquiries for information. | 545 |
| Land | Impact of network assets, maintenance, vegetation management etc. | 4 |
| Energy marketing | Conduct by energy marketers, misleading information, pressure, non-account holder signed up etc. | 41 |
| Provision | Problems with new or existing energy connections etc. | 33 |
| Refer back | Customer is referred back to their energy provider because they haven't raised the complaint with them first. | 1,046 |
| Referral | Complaint is referred to another agency which has jurisdictional responsibility. | 434 |
| Referral to higher level | Customer has opted to escalate their complaint to a higher level with their energy supplier before beginning an EOQ investigation. | 1,339 |
| Quality of energy supply | Quality of energy supply, damage/loss, outage etc. | 7 |
| Transfer | Error in billing/transfer of account due to switching retailers, contract terms, delay in transfer, site ownership etc. | 94 |
| Total cases | | 4,398 |
