Energy & Water Ombudsman reports 57% increase in complaints

Sector wide action needed to support customers who can’t afford energy bills

The Energy and Water Ombudsman NSW (EWON) received 28,067 complaints in 2023-2024, a 57% increase compared to FY23, according to their annual report released today.  

Disputed high bill complaints, the main reason customers contacted EWON, increased significantly to 10,274 (up 92%). 

Energy & Water Ombudsman, Janine Young, said the steep increase in complaints is unsurprising. 

“Since 2008, energy prices have increased more than any other service, culminating in a 34% price rise in New South Wales in the past two years alone1. This has created a predictable domino effect in terms of the impact on energy affordability,” she said. “Electricity is an essential service, but now, more people can no longer afford it, so more customers are needing our advice.” 

Fifty percent more residential energy customers are accessing affordability programs to manage their power bills.  

“I’m calling for a package of reforms that EWON has been talking about for some time - requiring sector wide commitment to making energy more affordable for NSW consumers who are struggling to pay their bills,” she said.

The package of reforms Ms Young is calling for includes: 

• Proactive provision of inclusive and accessible affordability programs for customers as soon as they start missing payments.  

• Improved engagement with customers about their most suitable energy plans, rather than expecting customers to find and understand their options.  

• Removal of the loyalty tax, the price consumers pay through losing discounted rates when they’re transferred to a basic contract when their energy contract ends. 

• Clear communication of tariff information so consumers can opt-in to a tariff that best suits their energy needs.   

• Closure of the equity gap for consumers who can’t afford to invest in new energy products like solar, batteries and EV’s to help lower their bills. 

• Exploration about the introduction of an affordable, or ‘social tariff’ for customers who will never be able to afford their energy bill. 
   

“Collectively, these reforms will help make energy more affordable, understandable and accessible for all consumers - after all, an affordable bill is an understandable bill.”  

For Ombudsman interviews please contact: Fran Strachan, Manager Communications & Outreach - frans@ewon.com.au or phone 0429 416 070. 

Read more in our Annual Report 2023-2024

Download the full Annual Report