Complaints about utilities companies fall more worried about being disconnected

Power lines from Ohau B power station. Photo / Richard Robinson

The number of complaints to Utilities Disputes has fallen although the body is getting more inquries.

More customers are worried about disconnections.

The organisation (formerly the office of the Electricity and Gas Complaints Commissioner), recorded 2047 enquiries in the six months to September 30, up 18.3 per cent from the previous six month period. Complaints decreased by 10.6 per cent with 1162 recorded complaints.

Commissioner Nanette Moreau said more inquiries with fewer actual complaints showed increasing awareness by electricity and gas providers of the importance of customer service.

Billing and customer service issues continued to be the most prevalent complaints.
Fifty per cent of complaints were about billing, 22 per cent about customer service, 7 per cent about meters and 9 per cent about disconnections.

The percentage of complaints about disconnections has risen from 5 per cent in the previous six months.

"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 Moreau.

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.

Utilities Disputes commissioner Nanette Moreau

The organisation changed its name to better reflect changes in the sector. Power and gas companies often bundle their services such as telephone and broadband.

Land access for laying fibre was also a growing issue, said Moreau, who has a law degree and is a trained mediator. She was appointed commissioner in March this year.

"We want people to contact us at any time during the complaint process to ensure best results for consumers and providers," she said.