Annual Report 2022/2023
Welcome to our 2022/2023 Energy & Water Ombudsman NSW Annual Report.
This year we received 17,852 complaints, up 22% from last year. The increase in complaints can be largely attributed to external cost of living pressures combined with significant energy price rises.
This stress has affected a growing cohort of energy and water customers, with many facing affordability challenges for the first time. This is leading to more customers seeking EWON’s assistance.
Read highlights from our 2022/2023 Annual Report below or download the full report.
- 2022/2023 at a glance
- Complaints by issue
- Complaints by area
- Complaints by sector
- Annual Report Video
Highlights from 2022/2023
- We collaborated with the Australian Energy Regulator to launch a co-branded, multilingual awareness campaign to reach embedded network customers and remind them of their right to contact EWON.
- We held 81 community engagement activities across 50 local government areas including two large Community Assist Days in the Northern Rivers and Hawkesbury regions, two areas that have been heavily affected by flooding and bushfires in recent years.
- We launched EWON’s new funding model to establish a fair and equitable fee structure to ensure the sustainability of EWON’s operations.
- We continued our joint initiative with energy and water ombudsman schemes from other states to ensure customers are aware of their right to external dispute resolution.
- Our Policy & Systemic Issues team won the 2022 Constellation Achievement Award at the Society of Consumer Affairs Professionals Symposium for EWON’s influential Spotlight On reports which identify and address sector wide systemic issues.
The data in this report is drawn from complaints received during the 2022/2023 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 12 July 2023.
Highlights from 2022/2023
- We collaborated with the Australian Energy Regulator to launch a co-branded, multilingual awareness campaign to reach embedded network customers and remind them of their right to contact EWON.
- We held 81 community engagement activities across 50 local government areas including two large Community Assist Days in the Northern Rivers and Hawkesbury regions, two areas that have been heavily affected by flooding and bushfires in recent years.
- We launched EWON’s new funding model to establish a fair and equitable fee structure to ensure the sustainability of EWON’s operations.
- We continued our joint initiative with energy and water ombudsman schemes from other states to ensure customers are aware of their right to external dispute resolution.
- Our Policy & Systemic Issues team won the 2022 Constellation Achievement Award at the Society of Consumer Affairs Professionals Symposium for EWON’s influential Spotlight On reports which identify and address sector wide systemic issues.
The data in this report is drawn from complaints received during the 2022/2023 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 12 July 2023.
Highlights from 2022/2023
- We collaborated with the Australian Energy Regulator to launch a co-branded, multilingual awareness campaign to reach embedded network customers and remind them of their right to contact EWON.
- We held 81 community engagement activities across 50 local government areas including two large Community Assist Days in the Northern Rivers and Hawkesbury regions, two areas that have been heavily affected by flooding and bushfires in recent years.
- We launched EWON’s new funding model to establish a fair and equitable fee structure to ensure the sustainability of EWON’s operations.
- We continued our joint initiative with energy and water ombudsman schemes from other states to ensure customers are aware of their right to external dispute resolution.
- Our Policy & Systemic Issues team won the 2022 Constellation Achievement Award at the Society of Consumer Affairs Professionals Symposium for EWON’s influential Spotlight On reports which identify and address sector wide systemic issues.
The data in this report is drawn from complaints received during the 2022/2023 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 12 July 2023.
Highlights from 2022/2023
- We collaborated with the Australian Energy Regulator to launch a co-branded, multilingual awareness campaign to reach embedded network customers and remind them of their right to contact EWON.
- We held 81 community engagement activities across 50 local government areas including two large Community Assist Days in the Northern Rivers and Hawkesbury regions, two areas that have been heavily affected by flooding and bushfires in recent years.
- We launched EWON’s new funding model to establish a fair and equitable fee structure to ensure the sustainability of EWON’s operations.
- We continued our joint initiative with energy and water ombudsman schemes from other states to ensure customers are aware of their right to external dispute resolution.
- Our Policy & Systemic Issues team won the 2022 Constellation Achievement Award at the Society of Consumer Affairs Professionals Symposium for EWON’s influential Spotlight On reports which identify and address sector wide systemic issues.
The data in this report is drawn from complaints received during the 2022/2023 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 12 July 2023.
Highlights from 2022/2023
- We collaborated with the Australian Energy Regulator to launch a co-branded, multilingual awareness campaign to reach embedded network customers and remind them of their right to contact EWON.
- We held 81 community engagement activities across 50 local government areas including two large Community Assist Days in the Northern Rivers and Hawkesbury regions, two areas that have been heavily affected by flooding and bushfires in recent years.
- We launched EWON’s new funding model to establish a fair and equitable fee structure to ensure the sustainability of EWON’s operations.
- We continued our joint initiative with energy and water ombudsman schemes from other states to ensure customers are aware of their right to external dispute resolution.
- Our Policy & Systemic Issues team won the 2022 Constellation Achievement Award at the Society of Consumer Affairs Professionals Symposium for EWON’s influential Spotlight On reports which identify and address sector wide systemic issues.
The data in this report is drawn from complaints received during the 2022/2023 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 12 July 2023.