Ombudsman complaint volumes and the number of Ombudsman complaints per 10,000 customers were broadly consistent with the prior year. This result was achieved against a backdrop of continued macroeconomic pressure throughout the year, including cost-of-living challenges, withdrawal of government support measures and energy price changes. These external factors were reflected in the nature of complaints received, with billing, credit and affordability-related matters remaining the primary drivers of escalations to the Ombudsman.

This outcome also reflects our ongoing focus on improving the customer experience. Areas of focus during the year included enhancing the 'move-in' journey and closely monitoring key customer touchpoints. Consistent with prior years, we also maintained a focus on reducing customer effort and contact frequency, while improving the quality, clarity and consistency of the information provided to customers, supporting better customer outcomes and helping to reduce the need for escalation.