Business complaints to retailers remain steady, but escalated complaints rise 30%

(by Karma Loveday)

Vast differences in the complaints performance of different retailers persisted in 2025-26, according to the Consumer Council for Water’s (CCW) annual Business Customer Complaints Report.

Smaller suppliers put in the best (ADSM, Source for Business, Water for Business) and worst (Clear Business Water, SES Business Water) performances. Of the big four retailers, Wave and Business Stream performed the best (see chart).

Across the market, complaint numbers to retailers remained largely flat (up 0.7% to 20,139) but complaints escalated to CCW soared by 30% to 2,562, reversing the progress seen in the previous year when escalated complaints fell by 14%. Complaints brought to CCW are now 211% higher than before the business retail water market opened in April 2017.

Issues related to billing continued to cause the biggest headache for business customers, making up almost half (48%) of complaints made to retailers and 90% of those escalated to CCW. In particular, measured billing remains the single biggest driver of complaints to CCW, accounting for over half (54%) of all billing cases. CCW said the rollout of smart water meters presents an opportunity to improve billing accuracy and reduce disputes.

The report also highlighted growing concerns around debt, with complaints to CCW rising by 131% during 2025-26, to now account for 18% of cases. Complaints about back-billing increased by 307%, reflecting growing pressure on some business customers as retailers step up debt recovery activity.