Victoria’s Energy and Water Ombudsman investigated 895 cases in Wyndham in the 2016-17 financial year.
That was an 11 per cent drop on the number of cases the authority investigated in the area in the previous 12 months.
The top issues in Wyndham related to disconnections and restrictions (120 cases), credit collection (119) and high bills (87).
Elsewhere in the west, the ombudsman – also known as the EWOV – investigated 853 cases in Brimbank, 770 in Melton, 460 in Maribyrnong, 410 in Hobsons Bay and 179 in Moorabool.
According to the EWOV 2016-17 annual report, 32,002 cases were investigated across the state, a drop of 11 per cent on the 2015-16 financial year.
Energy and Water Ombudsman Cynthia Gebert said the decrease was attributable to better complaint handling procedures implemented by energy and water companies.
But Ms Gerber said she was still concerned about the number of customers who had difficulties paying water, energy and gas bills.
“Affordability continues to loom large,” she said. “EWOV is dealing with a high proportion of complex complaints, many of them from customers in vulnerable situations.
“Often, this type of complaint involves very high arrears, which the customer cannot afford to pay.”
Ms Gerbert said that when negotiations about payment options broke down between customers and companies, the cases would often end up with the EWOV.
“As the credit case studies in the [annual] report show, investigation of these types of complaints is very challenging and time-consuming – for us and for the company,” she said.
“It can also be very distressing for the customer.”
To make a complaint to the EWOV, call 1800 500 509 between 8.30am and 5pm Monday to Friday, email ewovinfo@ewov.com.au or write to Reply Paid 469, Melbourne, Victoria, 8060.
For an interpreter service, call 131 450. People who have difficulty hearing and speaking can use the National Relay Service.
