Complaints performance
Top 5 causes of customer complaints
- Billing and Meter Reading 39.57%
- Customer Service 29.17%
- Payment issues 8.98%
- Metering 8.58%
- Debt 6.37%
Quarterly complaints performance summaries
October - December 2020 | |
---|---|
October - December 2020Total complaints received |
39,391 |
Complaints received per 100,000 customers | 1,454 |
Total complaints resolved* | 37,259 |
Complaints resolved per 100,000 customers | 1,375 |
Resolved within 1 day | 54.42% |
Resolved within 8 weeks | 90.19% |
July - September 2020 | |
---|---|
January - March 2020Total complaints received |
45,720 |
Complaints received per 100,000 customers | 1,471 |
Total complaints resolved* | 44,507 |
Complaints resolved per 100,000 customers | 1,432 |
Resolved within 1 day | 58% |
Resolved within 8 weeks | 87% |
April - June 2020 | |
---|---|
January - March 2020Total complaints received |
42,052 |
Complaints received per 100,000 customers | 1,354 |
Total complaints resolved* | 40,035 |
Complaints resolved per 100,000 customers | 1,289 |
Resolved within 1 day | 57% |
Resolved within 8 weeks | 88% |
January - March 2020 | |
---|---|
January - March 2020Total complaints received |
65,690 |
Complaints received per 100,000 customers | 2,054 |
Total complaints resolved* | 60,177 |
Complaints resolved per 100,000 customers | 1,882 |
Resolved within 1 day | 57.35% |
Resolved within 8 weeks | 90% |
October - December 2019 | |
---|---|
October - December 2019Total complaints received |
68,189 |
Complaints received per 100,000 customers | 2,066 |
Total complaints resolved* | 64,508 |
Complaints resolved per 100,000 customers | 1,954 |
Resolved within 1 day | 55% |
Resolved within 8 weeks | 90% |
July - September 2019 | |
---|---|
January - March 2019Total complaints received |
74,667 |
Complaints received per 100,000 customers | 2,160 |
Total complaints resolved* | 67,620 |
Complaints resolved per 100,000 customers | 1,956 |
Resolved within 1 day | 55.12% |
Resolved within 8 weeks | 89% |
April - June 2019 | |
---|---|
January - March 2019Total complaints received |
80,179 |
Complaints received per 100,000 customers | 2,188 |
Total complaints resolved* | 74,781 |
Complaints resolved per 100,000 customers | 2,040 |
Resolved within 1 day | 52% |
Resolved within 8 weeks | 88% |
January - March 2019 | |
---|---|
January - March 2019Total complaints received |
93,551 |
Complaints received per 100,000 customers | 2,464 |
Total complaints resolved* | 85,145 |
Complaints resolved per 100,000 customers | 2,243 |
Resolved within 1 day | 51% |
Resolved within 8 weeks | 88% |
October – December 2018 | |
Total complaints received | 93,459 |
Complaints received per 100,000 customers | 2,395 |
Total complaints resolved* | 85,691 |
Complaints resolved per 100,000 customers | 2,196 |
Resolved within 1 working day | 49% |
Resolved within 8 weeks | 88% |
July – September 2018 | |
Total complaints received | 89,989 |
Complaints received per 100,000 customers | 2,208 |
Total complaints resolved* | 81,522 |
Complaints resolved per 100,000 customers | 2,000 |
Resolved within 1 working day | 49% |
Resolved within 8 weeks | 88% |
April - June 2018 | |
Total complaints received | 86,878 |
Complaints received per 100,000 customers | 2,078 |
Total complaints resolved* | 91,578 |
Complaints resolved per 100,000 customers | 2,190 |
Resolved within 1 working day | 41.64% |
Resolved within 8 weeks | 90.61% |
January – March 2018 | |
Total complaints received | 94,131 |
Complaints received per 100,000 customers | 2,131 |
Total complaints resolved* | 96,906 |
Complaints resolved per 100,000 customers | 2,194 |
Resolved within 1 working day | 40.49% |
Resolved within 8 weeks | 92.01% |
October – December 2017 | |
Total complaints received | 81,738 |
Complaints received per 100,000 customers | 1,801 |
Total complaints resolved* | 93,965 |
Complaints resolved per 100,000 customers | 2,070 |
Resolved within 1 working day | 40.13% |
Resolved within 8 weeks | 91.76% |
July – September 2017 | |
Total complaints received | 91,898 |
Complaints received per 100,000 customers | 2,000 |
Total complaints resolved* | 106,942 |
Complaints resolved per 100,000 customers | 2,328 |
Resolved within 1 working day | 44.62% |
Resolved within 8 weeks | 91.48% |
April – June 2017 | |
Total complaints received | 90,654 |
Complaints received per 100,000 customers | 1,988 |
Total complaints resolved* | 101,931 |
Complaints resolved per 100,000 customers | 2,235 |
Resolved within 1 working day | 45.73% |
Resolved within 8 weeks | 90.26% |
January – March 2017 | |
Total complaints received | 99,214 |
Complaints received per 100,000 customers | 2,200 |
Total complaints resolved* | 108,727 |
Complaints resolved per 100,000 customers | 2,411 |
Resolved within 1 working day | 48.99% |
Resolved within 8 weeks | 91.77% |
October – December 2016 | |
Total complaints received | 88,193 |
Complaints received per 100,000 customers | 1,874 |
Total complaints resolved* | 100,983 |
Complaints resolved per 100,000 customers | 2,146 |
Resolved within 1 working day | 49.66% |
Resolved within 8 weeks | 91.59% |
July – September 2016 | |
Total complaints received | 76,427 |
Complaints received per 100,000 customers | 1,605 |
Total complaints resolved* | 95,209 |
Complaints resolved per 100,000 customers | 1,999 |
Resolved within 1 working day | 46.69% |
Resolved within 8 weeks | 91.61% |
April- June 2016 | |
Total complaints received | 95,763 |
Complaints received per 100,000 customers | 2,056 |
Total complaints resolved* | 115,886 |
Complaints resolved per 100,000 customers | 2,488 |
Resolved within 1 working day | 47.72% |
Resolved within 8 weeks | 91.28% |
January - March 2016 | |
Total complaints received | 79,427 |
Complaints received per 100,000 customers | 1,674 |
Total complaints resolved* | 94,911 |
Complaints resolved per 100,000 customers | 2,000 |
Resolved within 1 working day | 39.12% |
Resolved within 8 weeks | 86.17% |
October - December 2015 | |
Total complaints received | 99,896 |
Complaints received per 100,000 customers | 2,095 |
Total complaints resolved* | 107,305 |
Complaints resolved per 100,000 customers | 2,250 |
Resolved within 1 working day | 62.6% |
Resolved within 8 weeks | 91.7% |
July - September 2015 | |
Total complaints received | 142,329 |
Complaints received per 100,000 customers | 2,898 |
Total complaints resolved* | 157,589 |
Complaints resolved per 100,000 customers | 3,209 |
Resolved within 1 working day | 69.4% |
Resolved within 8 weeks | 94.8% |
April - June 2015 | |
Total complaints received | 167,471 |
Complaints received per 100,000 customers | 3,338 |
Total complaints resolved* | 175,788 |
Complaints resolved per 100,000 customers | 3,504 |
Resolved within 1 working day | 74.4% |
Resolved within 8 weeks | 95.0% |
January - March 2015 | |
Total complaints received | 285,952 |
Complaints received per 100,000 customers | 5,635 |
Total complaints resolved* | 288,206 |
Complaints resolved per 100,000 customers | 5,679 |
Resolved within 1 working day | 88.45% |
Resolved within 8 weeks | 97.48% |
October - December 2014 | |
Total complaints received | 336,322 |
Complaints received per 100,000 customers | 6,568 |
Total complaints resolved* | 346,186 |
Complaints resolved per 100,000 customers | 6,761 |
Resolved within 1 working day | 88.53% |
Resolved within 8 weeks | 97.44% |
July - September 2014 | |
Total complaints received | 326,119 |
Complaints received per 100,000 customers | 6,258 |
Total complaints resolved* | 341,946 |
Complaints resolved per 100,000 customers | 6,561 |
Resolved within 1 working day | 84.95% |
Resolved within 8 weeks | 97.19% |
April - June 2014 | |
Total complaints received | 368,410 |
Complaints received per 100,000 customers | 6,890 |
Total complaints resolved* | 399,424 |
Complaints resolved per 100,000 customers | 7,470 |
Resolved within 1 working day | 81.43% |
Resolved within 8 weeks | 94.43% |
January - March 2014 | |
Total complaints received | 450,178 |
Complaints received per 100,000 customers | 8,303 |
Total complaints resolved* | 446,606 |
Complaints resolved per 100,000 customers | 8,237 |
Resolved within 1 working day | 86.12% |
Resolved within 8 weeks | 94.13% |
October – December 2013 | |
Total complaints received | 440,126 |
Complaints received per 100,000 customers | 8,013 |
Total complaints resolved* | 427,076 |
Complaints resolved per 100,000 customers | 7,664 |
Resolved within 1 working day | 90.37% |
Resolved within 8 weeks | 95.78% |
July – September 2013 | |
Total complaints received | 372,776 |
Complaints received per 100,000 customers | 6,867 |
Total complaints resolved* | 366,386 |
Complaints resolved per 100,000 customers | 6,749 |
Resolved within 1 working day | 88.83% |
Resolved within 8 weeks | 96.57% |
April – June 2013 | |
Total complaints received | 301,119 |
Complaints received per 100,000 customers | 5,626 |
Total complaints resolved* | 298,701 |
Complaints resolved per 100,000 customers | 5,581 |
Resolved within 1 working day | 86.58% |
Resolved within 8 weeks | 96.67% |
January – March 2013 | |
Total complaints received | 269,629 |
Complaints received per 100,000 customers | 4,918 |
Total complaints resolved* | 266,917 |
Complaints resolved per 100,000 customers | 4,868 |
Resolved within 1 working day | 87.40% |
Resolved within 8 weeks | 97.23% |
October – December 2012 | |
Total complaints received | 222,356 |
Complaints received per 100,000 customers | 4,001 |
Total complaints resolved* | 221,274 |
Complaints resolved per 100,000 customers | 3,982 |
Resolved within 1 working day | 87.40% |
Resolved within 8 weeks | 97.54% |