Annual Report 2019/2020: responsive and resilient

Our 2019/2020 Annual Report was published today. The theme of this year's report is responsive and resilient in recognition of the significant challenges faced by customers in a year of bushfires, flood and COVID-19.

We received 19,370 complaints in 2019/2020, a decrease of 26% from 2018/2019. The Australian Energy Regulator’s 2019 revised Customer Hardship Guideline and its COVID-19 Statement of Expectations were key contributing factors as they significantly reduced energy related disconnections, debt collection and credit default listing.

However we expect that once COVID-related financial support from the government ends, complaints will increase as customers find themselves with accrued energy debt and reduced income.

Energy & Water Ombudsman NSW

Annual Report 2019/2020: responsive and resilient