Energy affordability and pricing competitiveness are among the highest concerns for people living in the Riverina, according to a report this week released from the Energy and Water Ombudsman.
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In the 12 months to June this year, the office of the ombudsman received 599 complaints about energy companies and services.
It represents a three percent increase from the previous year, when 583 complaints were made.
Meanwhile, across the state, there was a one per cent drop in overall complaints lodge with the ombudsman.
Energy and Water Ombudsman Janine Young believes the increase in the Riverina is primarily a reflection on the empowerment of consumers during a dry time.
"We have done extensive outreach work in the Riverina, so this has a bit to do with awareness. More people know they could come to my office with their complaints," Ms Young said.
"We do that at any time of the year, but particularly when there is a drought happening."
Outline in the annual report, billing complaints made up 48 per cent of concerns brought to the ombudsman. But, remarkably, this high total still represents a fall of 20 per cent from the previous reporting period.
This year's primary concerns included issues surrounding high bills, errors in bills and problems with opening and closing accounts.
Customer service complaints made up the second highest total, sitting at 38 per cent of all concerns lodged. This fell only five per cent from the previous year.
These complaints circulated around poor service reports, failure to respond, incorrect advice, failure to consult or inform customers.
"Customer service is a big issue, if customer assistance is working well, my office shouldn't have to get involved at all," Ms Young said.
"The complexity of energy bills is a problem, it makes people's eyes roll how hard it is to tell whether usage has gone up or down.
The mandatory inclusion of affordability plans, Ms Young said, has helped customers feel more comfortable with their providers, and will hopefully drive a decrease in complaints over ensuing years.
"All retailers have had to develop affordability programs, [so that] customers who are challenged by paying their bill can call their provider and work out a way to pay it back," she said.
"In theory, it works that easily. But the reason that has been implemented is that the complaints to my office over the past three-to-four years have [necessitated] it.
"We were increasingly hearing that people were struggling to pay their bills."
Difficulty in affording bills is not necessarily a result of usage, however, as Ms Young explained the majority of complaints have spoken of hidden and unexpected costs blindsiding consumers.
"Basically, there are two parts to a bill, there's the service cost, which covers your poles and wires, and your usage," Ms Young said.
"The service cost is a tricky one, if you think, you don't go to Woolies and expect to pay for the freight charges at the end of paying for your groceries.
"With energy it's different, you can reduce your usage as much as you can, but you're never going to get away from paying for the delivery costs."
That particular problem is greatly exaggerated, Ms Young said, the further a consumer moves into isolated and remote areas.
"In regional areas, it's unfortunate, the service costs are higher, because you're having to pay for services to be delivered further to get to the property," Ms Young said.
"I'd like to see, and in fact it is the role of my office to see energy become more affordable.
"It's increased so much more than wages have in the past 10 years, and that makes it really tough, especially for those on fixed-incomes like pensioners and Newstart [recipients]."