Media release

Utilities Disputes releases six-monthly report - enquiries and disconnections rise

13 December 2016

In the six months to 30 September 2016, Utilities Disputes Ltd (formerly the Office of the Electricity and Gas Complaints Commissioner) recorded 2047 enquiries, up 18.3% from the previous six month period. Complaints decreased by 10.6% with 1162 recorded complaints.

Billing and customer service issues continued to be the most prevalent complaints. While billing issues rose over previous periods, the most significant increase in complaints concerned disconnection issues.

“We look closely at trends in complaints and will be keeping a close eye on disconnection cases to ensure well established regulations are followed,” said Utilities Disputes Commissioner Nanette Moreau.

“More enquiries with fewer actual complaints shows increasing awareness by electricity and gas providers of the importance of excellent customer service. We want people to contact us at any time during the complaint process to ensure best results for consumers and providers,” Commissioner Nanette Moreau stated.

See the six monthly report on electricity and gas complaints statistics.

Utilities Disputes is the approved resolution scheme for complaints about electricity and gas companies. All electricity and gas companies must participate in Utilities Disputes and tell customers they are providers. Utilities Disputes can consider complaints up to $50,000, or up to $100,000 with the agreement of the provider.