Executive Summary
The CAU received 1,820 contacts for the 2020 July – September quarter, which represents an 8% decrease over the preceding period. The data saw decreases in some categories of customer contact, compared to the preceding period, with the most significant relating to: Billing Matters (-18%), Terms and Conditions of Service (-33%) and Rebate/Refund (-24%).
However, the data also indicated that there was a significant increase, of 163%, in customer contacts relating to Service Connection. This increase suggests that customers’ application for new service connections were not completed within the stipulated timelines established by either the Guaranteed Standards or the service providers.
