What we do

EWON provides an independent way of resolving customer complaints about all electricity and gas suppliers in New South Wales and some water suppliers.

Our service is free for consumers. We aim to keep essential services within reach of everyone.

EWON is an industry-based scheme which is funded by its members. We work towards a fair and reasonable outcome, and our decision-making process is independent. We are not a consumer advocate and we do not represent industry.

EWON can investigate a wide range of complaints, including:

disputed accounts, high bills
debts, arrears
disconnection or restriction of supply
actions of a supplier that affect your property
reliability of supply
quality of supply (including claims for compensation)
connection or transfer issues
negotiated contracts
marketing practices
poor customer service

EWON can help by:

arranging for a senior person in the company to contact you directly about your complaint
investigating the circumstances that led to your complaint
trying to negotiate a settlement between you and your supplier.

If necessary, the Ombudsman can make a binding decision to resolve a complaint. The Ombudsman is independent and able to make decisions without any interference, based on what is fair and reasonable.

If you are having problems paying your bill EWON can:

try to get you more time to pay your bill
work out a payment plan so you can pay your bill over time
let you know how to save money on your bills
give you information about:
- where to get emergency assistance
- payment options and Centrepay
- Government rebates available
- assistance programs provided by your supplier

For more information on what we do see: