Queensland’s Energy and Water Ombudsman Jane Pires said her team closed a total of 7,269 cases in 2022-23. This was a rise of 16% from 2021-22.
‘We investigate all kinds of unresolved disputes between energy and water providers and their customers, including account errors, disconnections, marketing and contract issues, and customer service issues. But by far the largest issue we deal with is complaints relating to billing. This year billing accounted for 69% of the complaints my team looked at,’ Ms Pires said.
Examples of billing issues include high bills, estimated bills and billing errors. Ms Pires is unsurprised about the high volume of billing complaints.
‘A lot of people are feeling cost of living pressures, so when they receive an unexpected high bill they want to get to the bottom of the issue.
‘We negotiated a total of $909,309 worth of outcomes for customers. This included $363,875 worth of billing adjustments and $220,922 worth of goodwill gestures from energy and water providers.
‘We’re anticipating a further increase in complaints this coming year due to the cost of living/affordability crisis and the significant increases in energy prices from July 2023. This will likely impact on payment difficulties, debt collection and disconnection activities,’ said Ms Pires.
Ms Pires said the team at EWOQ will play a significant role in supporting Queenslanders to access hardship support and avoid disconnection.
‘We were also pleased to see energy retailers improve their hardship practices over the past year. We look forward to continuing working with them to find ways to support customers experiencing hardship.
‘If you’re one of many who are worried about paying your energy or water bills, your first step should be to contact your energy or water provider. They can walk you through options for payment plans or extensions and if you’re eligible for any rebates or concessions,’ she said.
‘If you’re not happy with the outcome or need further support, contact us for free, fair and independent assistance by visiting www.ewoq.com.au or calling 1800 662 837 between 8.30am – 5pm weekdays.’