Ombudsman's message
Welcome to our final newsletter for 2024! As we wrap up another busy year, I'm so proud of the work EWON has achieved over the past 12 months and I’d like to thank my staff, our members, the stakeholders we work with, and of course NSW customers for putting their trust in our service.
Electricity is an essential service and we all know it’s unaffordable for an increasing number of people. This is evident in the spike in complaints we received this year.
We dealt with 57% more complaints in FY24 compared with the year before. The increase is directly linked to cost-of-living pressures consumers are facing, not only with their energy bills, but with increased housing and supermarket costs. In our Annual Report I called for a package of reforms requiring sector wide commitment to making energy more affordable for NSW consumers. This includes exploring the introduction of an affordable, or ‘social tariff’ for customers who will never be able to afford their energy bill. Read more about my thoughts on this in our Annual Report.
We held 70 community engagement activities across 33 local government areas, including 12 Bring Your Bills Days across NSW in FY24. We also influenced policy changes relating to energy issues for renters, family violence protections, new energy resources, energy affordability and payment difficulty protections. Please take a few minutes to watch a video overview of our year.
I’m excited to report that EWON now has jurisdiction to take renewable energy transmission complaints funded by a NSW Government grant. This funding will also see us out and about in NSW Renewable Energy Zones (REZ) for community and stakeholder engagement.
To kick this engagement off, together with Steph Saill, our Head of Energy Transition, I visited the Central-West Orana REZ last month to better understand the issues key stakeholders and communities are experiencing. Understanding what is happening on the ground will enable us to effectively work with landowners, community members and the energy companies who are planning and building this infrastructure. It will also help us become the trusted independent voice across each REZ as it is developed. This was the first of many visits Steph and her team will be undertaking focusing initially on the Central-West Orana REZ from February 2025. Read more in this newsletter.
Next year will bring us all new challenges and opportunities - until then, best wishes for the festive season.
Janine Young
Ombudsman & Chief Executive Officer
Energy & Water Ombudsman NSW
Annual Report Video
Complaint update
In the July to September 2024 quarter, EWON received 9,208 complaints – 32.8% more than the previous quarter. Billing remained the biggest issue with 6,981 complaints, followed by 553 credit complaints and 390 about digital meter exchange. The majority of complaints were about electricity (7,613), with 1,364 complaints about gas and 270 regarding water.
Complaints by quarter
Extra help for those in need
EWON has recently launched the Extra Help Team (EHT), designed to address the unique challenges facing customers experiencing complex and long-term vulnerability.
The EHT will enable us to achieve better outcomes for customers. As part of this new team, we are working with financial counsellors to develop a two-way referral system to ensure customers receive the appropriate level of support, regardless of who they engage with first.
If you have a client who is in need of support, call us on 1800 246 545.
EWON’s expanded jurisdiction
EWON has now expanded its jurisdiction to take complaints from communities impacted by renewable energy infrastructure projects.
We can now provide free, independent dispute resolution for community members and landholders who are dissatisfied with how their complaints are handled by EnergyCo, ACEREZ or Transgrid. If the complaints fall outside EWON’s jurisdiction, we will provide a ‘no wrong door’ referral service for residents, to connect them with the most appropriate channels to address their complaints. Read more
New Board members announced
The Board has appointed Angela Tsoukatos, Chair at SydWest Multicultural Services and Non-Executive Director at SSI as Community Director. Taking on the role vacated by Jacqueline Crawshaw, Angela’s deep knowledge of consumer challenges will be an asset to our Board. We would like to welcome Angela and acknowledge and thank Jacqueline for her contributions to the EWON Board.
The EWON Board also extends its deepest thanks to Kate Temby, whose second term as Community Director came to an end in November 2024. We would like to acknowledge Kate’s extensive contributions to the Board. Dr Evelyne Tadros, Board Director at Mental Health Australia and St John Ambulance Australia (NSW) has been appointed to fill the role vacated by Kate. Evelyne’s deep knowledge of consumer challenges will be an asset to our Board.
Reconciliation and engagement
Our October 2024 Consultative Council Meeting focused on how we, and the wider energy and water industry engage and collaborate with First Nations communities.
Guest speakers from Endeavour Energy, TasNetworks and Yarra Valley Water shared experiences and lessons learnt from their engagement and Reconciliation journeys. Hunter Water presented an inspiring project called Where's Our Water which saw Newcastle High School students write a book about water conservation for primary aged students - in Awabakal and Worimi language.
During the meeting we were proud to launch EWON’s Innovate Reconciliation Action Plan (RAP), the second in a series of four RAP’s that provide a framework for all staff at EWON to support the national reconciliation movement.
Our RAP is an organisation-wide commitment. It will be implemented through changes to policies, but most importantly, it will be firmly embedded into our day-to-day operations. Read more
Discover the meaning behind our new RAP artwork
“Ngalgarra” is a Wiradjuri word meaning light, to shine or to be bright. In this video, Amy Kilby, a proud Wiradjuri woman and Aboriginal digital artist from the Riverina NSW, shares the story behind the artwork she created for our 2024 Innovate Reconciliation Action Plan. Watch Amy’s video to learn more about the artwork.
EWON supports the Energy Charter
EWON has signed up as a formal supporter of The Energy Charter – a collaboration aimed at empowering all participants across the energy supply chain to deliver better energy outcomes for customers and communities.
This collaboration is aligned with our remit as an ombudsman office - to encourage and advise providers on good complaint-handling practices, with the aim to help reduce and avoid complaints. Read more.
Top tip: Check your energy bills for better offers
Every three months, energy companies must tell you if a better offer is available under the heading “Could you save money on another plan?”.
If you see this message, ask your retailer to switch you to the better plan (even if the names are similar).
Case study
Retailer gives customer wrong information
Bob researched retailers online to find an energy plan based on a flat tariff. When he contacted his chosen retailer, he was told he would have to sign up to a plan based on a Time of Use tariff first, but could switch to a flat price plan once he was their customer. After Bob transferred to the retailer, he called them to change to the flat price plan. The retailer advised Bob he had been given the wrong information so he called EWON. We referred his complaint to a senior team at the retailer.
Bob told EWON the retailer explained it doesn’t have a flat price plan open to new customers, only for existing customers. The retailer offered to transfer his account back to his previous retailer and give him a credit of $50. Bob decided to remain with the retailer on the Time of Use price plan and accepted the credit of $50.
Visit us!
- Campbelltown community Hub – 12 December 2024
- Yabun Festival – 26 January 2025
- Wollongong Bring Your Bills – 4 February 2025
- Nowra Bring Your Bills – 5 February 2025
If you’d like us to attend an event or visit/present to 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.
We’re taking a break
EWON’s office will be closed from Wednesday 25 December 2024 for the holiday season. We will reopen at 9am on Wednesday 8 January 2025. Customers can still make a complaint during this time using our online complaint form.
We wish you a safe holiday period and all the best for the New Year.
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