EWON recognised as "a trusted voice" in the sector

The Report of the Five-year Independent Review of EWON (2024) has described EWON as "one of the few trusted voices" in the energy industry.

The reviewers, Dr Gavin McBurnie and Professor Chris Gill, noted EWON’s position as a trusted voice is “very difficult to attain, easy to lose, but of the utmost importance to the members of EWON, service users and the wider public as it enables EWON to make significant contributions to the effectiveness of the energy market.”

The reviewers examined complaint records, interviewed staff and Board directors, and consulted with members, stakeholders, regulators and government about EWON’s effectiveness and future developments that will impact EWON’s work.

Ombudsman, Janine Young, said the review reflects EWON’s focus on developing sector-wide initiatives to help rebuild trust in the sector.

“We know that public trust is declining in relation to the energy sector due to bills becoming more unaffordable and increasingly complex with the introduction of time of use and demand tariffs,” she said.

“As an ombudsman scheme it’s crucial that consumers approach us from a position of trust, and EWON builds this through our independence and by approaching our work with transparency and openness. The results of this review are positive and validating for the Board and the EWON team.”

EWON's Constitution requires an independent review be conducted at least every five years with a focus on how the scheme complies with the Australian Government’s Benchmarks for Industry-based Customer Dispute Resolution.

Positively, the review found that EWON's community outreach program continues to represent best practice, as first identified in the 2020 Independent Review. It recommended that EWON continue to develop and expand its community outreach program with a particular focus on regional, rural and remote NSW, First Nation customers and multicultural communities.

The review also noted that EWON shows “an openness and willingness to being held accountable” when balancing the competing interests of members, complainants, the public, and regulators.

The EWON Board Response noted that the review affirmed EWON’s position as an excellent industry ombudsman scheme, which demonstrates best practice and provides value for its funding. The Board was pleased that the review team was future focused, noting the potential changes to EWON’s jurisdiction as the state transitions to renewable energy and Consumer Energy Resources.