Annual Report 2023-2024
Welcome to our 2023/2024 Energy & Water Ombudsman NSW Annual Report.
This year we received 28,067 complaints, up 57% from FY23. Disputed high bill complaints, increased significantly to 10,274 (up 92%).
Two years of increased energy prices, combined with external cost-of-living pressures like high housing and rental costs, has resulted in many households not being able to pay their bills. Electricity is an essential service, but it is unaffordable, which has resulted in more customers turning to EWON for advice.
Read highlights from our 2023/2024 Annual Report below or download the full report.
- 2023/2024 at a glance
- Complaints by issue
- Complaints by area
- Complaints by sector
- Annual Report video
Highlights from our 2024 Annual Report include:
- We were awarded NSW Government funding to manage renewable energy complaints in FY25.
- Our independent customer survey showed 78% of customers were satisfied with the knowledge, skills and expertise of EWON's staff.
- We held 70 community engagement activities across 33 local government areas, including 12 Bring Your Bills Days across NSW.
- We influenced policy change in the areas of energy issues for renters, family violence protections, new energy resources, energy affordability and payment difficulty protections.
The data in this report is drawn from complaints received during FY24, unless otherwise specified. EWON’s open complaint data varies in accordance with complaint progression, and figures in this report reflect complaint status on 10 July 2024.
Highlights from our 2024 Annual Report include:
- We were awarded NSW Government funding to manage renewable energy complaints in FY25.
- Our independent customer survey showed 78% of customers were satisfied with the knowledge, skills and expertise of EWON's staff.
- We held 70 community engagement activities across 33 local government areas, including 12 Bring Your Bills Days across NSW.
- We influenced policy change in the areas of energy issues for renters, family violence protections, new energy resources, energy affordability and payment difficulty protections.
The data in this report is drawn from complaints received during FY24, unless otherwise specified. EWON’s open complaint data varies in accordance with complaint progression, and figures in this report reflect complaint status on 10 July 2024.
Highlights from our 2024 Annual Report include:
- We were awarded NSW Government funding to manage renewable energy complaints in FY25.
- Our independent customer survey showed 78% of customers were satisfied with the knowledge, skills and expertise of EWON's staff.
- We held 70 community engagement activities across 33 local government areas, including 12 Bring Your Bills Days across NSW.
- We influenced policy change in the areas of energy issues for renters, family violence protections, new energy resources, energy affordability and payment difficulty protections.
The data in this report is drawn from complaints received during FY24, unless otherwise specified. EWON’s open complaint data varies in accordance with complaint progression, and figures in this report reflect complaint status on 10 July 2024.
Highlights from our 2024 Annual Report include:
- We were awarded NSW Government funding to manage renewable energy complaints in FY25.
- Our independent customer survey showed 78% of customers were satisfied with the knowledge, skills and expertise of EWON's staff.
- We held 70 community engagement activities across 33 local government areas, including 12 Bring Your Bills Days across NSW.
- We influenced policy change in the areas of energy issues for renters, family violence protections, new energy resources, energy affordability and payment difficulty protections.
The data in this report is drawn from complaints received during FY24, unless otherwise specified. EWON’s open complaint data varies in accordance with complaint progression, and figures in this report reflect complaint status on 10 July 2024.
Highlights from our 2024 Annual Report include:
- We were awarded NSW Government funding to manage renewable energy complaints in FY25.
- Our independent customer survey showed 78% of customers were satisfied with the knowledge, skills and expertise of EWON's staff.
- We held 70 community engagement activities across 33 local government areas, including 12 Bring Your Bills Days across NSW.
- We influenced policy change in the areas of energy issues for renters, family violence protections, new energy resources, energy affordability and payment difficulty protections.
The data in this report is drawn from complaints received during FY24, unless otherwise specified. EWON’s open complaint data varies in accordance with complaint progression, and figures in this report reflect complaint status on 10 July 2024.