Ombudsman's message
The cost-of-living crisis is resulting in people having to make the choice between heating their homes or buying food. Customers who have never had to reach out for assistance are approaching us with significant outstanding debt, minimal knowledge about how to manage it, or how to get help from their energy retailer. So, it won’t surprise you to hear that we received 6,989 complaints this quarter, up from 4,443 the same time last year. High bills remain the top reason customers are coming to EWON, with many advising us that increased energy bills are tipping them over the financial edge.
It is critical that eligible customers know how to access rebates and concessions, but as I’ve said before, consumers should not be responsible for contacting their retailer to make sure they are applied. Ideally, energy retailers would proactively contact customers to offer them the best energy plan, recommend an affordable payment plan or make sure rebates are applied. EWON will continue to seek changes to ensure retailers take this responsibility so that debt accrual and disconnections are prevented.
We held our annual Community Worker Forum in South West Sydney in June. I’ve attended every forum for the past 10 years and they have all been successful for different reasons. But our Liverpool event set a new benchmark, with more than 60 community workers joining us to hear from a range of high caliber speakers about how to build community resilience during the cost-of-living crisis.
NSW Rental Commissioner, Trina Jones spoke about her commitment to improving the rental market and Brendan French, CEO of Energy Consumers Australia discussed the impact of the energy transition. In our final session Carolyn Campbell-McLean from Muscular Dystrophy NSW shared her lived experience of being reliant on home-based life support. We received positive feedback from all the attendees evidenced by the great questions, conversations and connections made in the room.
Take a look at the EWON video we played at the forum below, it will definitely make you smile.
Janine Young
Ombudsman & Chief Executive Officer
Energy & Water Ombudsman NSW
Community Worker Forum Video
Complaint update
In the April to June 2024 quarter, EWON received 6,989 complaints, most of them about electricity (5,665), with 1,039 complaints about gas and 250 regarding water. Unsurprisingly, billing was the biggest issue with 5,110 complaints, followed by 465 credit complaints and 355 about digital meter exchange.
Complaints by quarter
Louise Sylvan appointed Chair of EWON Board
Tony Crawford will complete his term as Chair on 30 September 2024 and the Board is pleased to announce that Louise Sylvan AM FAICD has been appointed EWON Chair, commencing on 1 October 2024. Louise brings strong governance experience to the Board as well as deep knowledge of the energy sector.
Louise shared that she is “looking forward to working with EWON's committed Board members to support the Ombudsman and her staff in addressing energy and water consumer complaints with integrity and impartiality”.
As we farewell Tony, we look forward to welcoming Louise later in the year.
Rebates have increased
With energy affordability adding to the strain already generated by the higher cost of living, we were happy to see rebate amounts increase in July 2024.
The NSW Government’s additional $100 million will provide energy bill relief to eligible concession card holders including low-income households, pensioners, self-funded retirees, veterans, families, and people with certain medical conditions. The increases include:
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Low Income Household Rebate and Medical Energy Rebate will increase 23% from $285 to $350.
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Family Energy Rebate will increase 39% from $180 to $250 for those receiving the full rate. For those on a partial rate (who also receive the Low Income Household Rebate) the assistance will move from $20 to $30.
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Seniors Energy Rebate will increase from 25% from $200 to $250.
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The Life Support Rebate will increase 22% for each piece of equipment.
For more information on the increased amounts and how to apply, view our rebates factsheet. This factsheet is also available in Vietnamese, Arabic and Chinese – view the translated factsheets here.
The way you’re charged for electricity is changing
Network providers (Ausgrid, Endeavour Energy and Essential Energy) have changed the way they charge for electricity, to reflect the costs of delivering it to their customers. Most customers in NSW with smart meters are being transitioned to a new cost-reflective tariff to help the network operate more efficiently to reduce costs for customers. Cost-reflective tariffs include:
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Time of use tariff: your energy charges are calculated using different prices for different times of the day or year.
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Demand tariff: based off your highest total energy use during a set window of time ie periods of peak demand.
New customers and customers that are already on a cost-reflective tariff will not be able to request a flat tariff.
This means you may need to change the way you use electricity to get the most of your new tariff.
For more information, view our new tariff factsheet.
Electric Vehicle complaints are increasing
The number of NSW customers buying electric vehicles (EVs) is increasing, in line with the number of EV related complaints to EWON.
If you or someone you know has purchased an EV and has a problem they can’t work out with their provider, please let them know EWON can assist with EV plans, billing and network connections.
Case study
Customer impacted by family violence faces disconnection
Sarah called EWON for help after a field officer attended her property to disconnect her electricity in May 2024. She had been impacted by family violence and needed electricity for medical purposes. Due to her circumstances, she had not received notices about a possible disconnection. She had found a bill with an outstanding balance of over $8,000 but couldn’t pay the full amount and wanted to establish a payment plan.
EWON contacted the retailer to discuss the potential disconnection. The retailer said it had not been able to contact Sarah but had sent the appropriate notices. It also noted that no payments had ever been made on the account.
The retailer cancelled the disconnection request and said they could backdate the NSW Low Income Household Rebate as well as a better offer, waive any disconnection fees and apply a credit of over $400 to her account. The retailer also considered Sarah’s circumstances and referred her to its affordability program, where it established a payment arrangement of $40 per fortnight and waived 20% of Sarah’s account balance.
Sarah established a payment arrangement through Centrepay and had an appointment to be assessed for EAPA. She was satisfied with the outcome and planned to contact the retailer to discuss her account further.
Visit us!
We’re looking forward to seeing customers and stakeholders at several upcoming events, including:
- Services Connect Day - Redfern
- NSW Koori Knockout 2024
- Small Business Month Expo - Sydney
- Small Business Month Expo - Wollongong
If you’d like us to attend an event or visit your community organisation, email community@ewon.com.au. You can also book us in for a free information session on energy and water affordability programs, rebates and concessions, and tips to save you money on energy or water bills.
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Acknowledgement of Country
EWON acknowledges the Traditional Custodians of the lands and waters across New South Wales. We pay our respects to Elders past and present and we offer our thanks to First Nations communities who welcome us on their land. Ngara ngwiya yudi - listen, give, guide
