Annual Report 2020/2021
Welcome to our 2020/2021 Annual Report. The theme of the report is Listen, Engage, Act, a sentiment derived from the idea that this year, more than ever, consumers and stakeholders needed to be heard. As we faced new COVID-related challenges, we connected with vulnerable communities both personally and virtually, delivered fair complaint outcomes and informed policy change by delivering reports and submissions backed by our data insights.
We received 16,064 complaints, down 17% from last year. The decrease in complaints is partly due to the Australian Energy Regulator’s Statement of Expectations which protected energy consumers from disconnection, debt collection and credit listing during the pandemic. View more statistics in our interactive dashboard below.
Read highlights from our 2020/2021 Annual Report below or download the full report.
- 2020/2021 at a glance
- Complaints by issue
- Complaints by sector
- Complaints by area
- Annual Report 2020/2021 video overview
Highlights from 2020/2021
- We launched our first Reconciliation Action Plan. EWON’s Reflect RAP builds on our existing support of Aboriginal and Torres Strait Islander peoples and gives us a roadmap to contribute to Australia’s reconciliation journey.
- We made a successful national rule change request to the Australian Energy Market Commission – the first for an Ombudsman scheme. Now customers reliant on home-based life support appliances can reuse their medical certificate for four years instead of going back to their doctor every time they change retailer.
- COVID-19 meant we had to reach customers differently this year. We doubled our community engagement by delivering 588 events online and in person, and our social media campaigns reached 880,000 consumers
- We launched our new Spotlight On reports alerting government and stakeholders to the systemic issues we see in our complaints data. This year we reported on energy affordability and the lack of consumer protections for customers living in embedded networks.
The data in this Report is drawn from complaints received during the 2020/2021 financial year, unless otherwise specified. EWON’s open complaint data varies in accordance with complaint progression, and figures in this Report reflect complaint status on 6 July 2021.
We open one complaint when a customer contacts us but they often experience more than one complaint issue, such as a high bill and poor customer service, meaning the number of complaint issues is greater than the number of complaints we receive.
Highlights from 2020/2021
- We launched our first Reconciliation Action Plan. EWON’s Reflect RAP builds on our existing support of Aboriginal and Torres Strait Islander peoples and gives us a roadmap to contribute to Australia’s reconciliation journey.
- We made a successful national rule change request to the Australian Energy Market Commission – the first for an Ombudsman scheme. Now customers reliant on home-based life support appliances can reuse their medical certificate for four years instead of going back to their doctor every time they change retailer.
- COVID-19 meant we had to reach customers differently this year. We doubled our community engagement by delivering 588 events online and in person, and our social media campaigns reached 880,000 consumers
- We launched our new Spotlight On reports alerting government and stakeholders to the systemic issues we see in our complaints data. This year we reported on energy affordability and the lack of consumer protections for customers living in embedded networks.
The data in this Report is drawn from complaints received during the 2020/2021 financial year, unless otherwise specified. EWON’s open complaint data varies in accordance with complaint progression, and figures in this Report reflect complaint status on 6 July 2021.
We open one complaint when a customer contacts us but they often experience more than one complaint issue, such as a high bill and poor customer service, meaning the number of complaint issues is greater than the number of complaints we receive.
Highlights from 2020/2021
- We launched our first Reconciliation Action Plan. EWON’s Reflect RAP builds on our existing support of Aboriginal and Torres Strait Islander peoples and gives us a roadmap to contribute to Australia’s reconciliation journey.
- We made a successful national rule change request to the Australian Energy Market Commission – the first for an Ombudsman scheme. Now customers reliant on home-based life support appliances can reuse their medical certificate for four years instead of going back to their doctor every time they change retailer.
- COVID-19 meant we had to reach customers differently this year. We doubled our community engagement by delivering 588 events online and in person, and our social media campaigns reached 880,000 consumers
- We launched our new Spotlight On reports alerting government and stakeholders to the systemic issues we see in our complaints data. This year we reported on energy affordability and the lack of consumer protections for customers living in embedded networks.
The data in this Report is drawn from complaints received during the 2020/2021 financial year, unless otherwise specified. EWON’s open complaint data varies in accordance with complaint progression, and figures in this Report reflect complaint status on 6 July 2021.
We open one complaint when a customer contacts us but they often experience more than one complaint issue, such as a high bill and poor customer service, meaning the number of complaint issues is greater than the number of complaints we receive.
Highlights from 2020/2021
- We launched our first Reconciliation Action Plan. EWON’s Reflect RAP builds on our existing support of Aboriginal and Torres Strait Islander peoples and gives us a roadmap to contribute to Australia’s reconciliation journey.
- We made a successful national rule change request to the Australian Energy Market Commission – the first for an Ombudsman scheme. Now customers reliant on home-based life support appliances can reuse their medical certificate for four years instead of going back to their doctor every time they change retailer.
- COVID-19 meant we had to reach customers differently this year. We doubled our community engagement by delivering 588 events online and in person, and our social media campaigns reached 880,000 consumers
- We launched our new Spotlight On reports alerting government and stakeholders to the systemic issues we see in our complaints data. This year we reported on energy affordability and the lack of consumer protections for customers living in embedded networks.
The data in this Report is drawn from complaints received during the 2020/2021 financial year, unless otherwise specified. EWON’s open complaint data varies in accordance with complaint progression, and figures in this Report reflect complaint status on 6 July 2021.
We open one complaint when a customer contacts us but they often experience more than one complaint issue, such as a high bill and poor customer service, meaning the number of complaint issues is greater than the number of complaints we receive.
Highlights from 2020/2021
- We launched our first Reconciliation Action Plan. EWON’s Reflect RAP builds on our existing support of Aboriginal and Torres Strait Islander peoples and gives us a roadmap to contribute to Australia’s reconciliation journey.
- We made a successful national rule change request to the Australian Energy Market Commission – the first for an Ombudsman scheme. Now customers reliant on home-based life support appliances can reuse their medical certificate for four years instead of going back to their doctor every time they change retailer.
- COVID-19 meant we had to reach customers differently this year. We doubled our community engagement by delivering 588 events online and in person, and our social media campaigns reached 880,000 consumers
- We launched our new Spotlight On reports alerting government and stakeholders to the systemic issues we see in our complaints data. This year we reported on energy affordability and the lack of consumer protections for customers living in embedded networks.
The data in this Report is drawn from complaints received during the 2020/2021 financial year, unless otherwise specified. EWON’s open complaint data varies in accordance with complaint progression, and figures in this Report reflect complaint status on 6 July 2021.
We open one complaint when a customer contacts us but they often experience more than one complaint issue, such as a high bill and poor customer service, meaning the number of complaint issues is greater than the number of complaints we receive.