Fewer complaints about electricity and gas companies

25 November 2013

Fewer complaints about electricity and gas companies, more resolved

In the six months to 30 September 2013 the office of the Electricity and Gas Complaints Commissioner Scheme (EGCC) received 986 complaints about electricity and gas companies. This is down from 1,209 in the same period last year.

The issues have not changed, with billing, customer service, disconnection, and meters the most common issues in the past 18 months.

About 90% of the complaints the EGCC received in the period were settled between the parties, up from 88% in the same period last year.

Commissioner Judi Jones thinks this is a good result for the industry.

“The point of an independent external complaint resolution scheme is to increase trust in the industry. Member companies are showing they are willing to work with complainants to resolve issues, and to work with the EGCC when they are unable to resolve a complaint between them.”

The EGCC is the approved resolution scheme for complaints about electricity and gas companies. All electricity and gas companies must belong to the EGCC, and tell customers they are members. The EGCC can consider complaints up to $50,000, or up to $100,000 with the agreement of the member company.

ENDS

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