The Energy & Water Ombudsman NSW (EWON) has published it’s annual report, which shows that sustained high complaint numbers are being underpinned by compounding customer challenges.
Key issues include the increased take up of consumer energy resources (CER), renewable energy infrastructure development and affordability issues stemming from rising energy and water costs.
EWON managed 27,588 complaints in 2024–25, and 72 per cent of those related to billing issues including high and estimated bills and errors with payments and rebates.
According to the report, billing affordability complaints increased by 76 per cent compared to 2023–24, with seven per cent of complaints relating to credit issues including disconnections, arrears, payment difficulties, declined payment arrangements, and debt collection.
Ombudsman, Janine Young, explained that one in five households are susceptible to, or are experiencing, energy affordability issues – and most of these households have very high energy bills1
“Many of our customers are experiencing severe cost of living pressures, are juggling multiple debts – and are often managing housing, health and employment difficulties,” Ms Young said.
Our new Extra Help team provides specialised assistance to these customers, offering dignity and stability, regardless of customers’ circumstances.”
Ms Young also emphasised EWON’s commitment to balancing industry advancements with consumer rights.
“As the energy and water sectors undergo rapid transformation due to innovation and climate imperatives, EWON works to ensure that consumer protections evolve in tandem,” Ms Young said
In response to a request from the New South Wales Government, EWON now addresses complaints from landholders and community members affected by renewable energy infrastructure. Through extensive community engagement across the state’s renewable energy zones (REZs), EWON has connected with communities and landowners, gaining valuable insights about concerns raised by regional residents.
“Building trust is essential during the energy transition,” Ms Young said.
“We provide independent information and advice to community members as well as complaint resolution for those impacted by new transmission development. If we can’t help, we connect landowners and community members to the right organisation.”
