Types of complaints we investigate
Matters we can investigate
You can make a complaint to the Energy & Water Ombudsman NSW (EWON) if you are not satisfied with any decision or action of:
Generally we would expect you to have tried to sort out the
problem first with the supplier. If the problem remains unresolved,
we may be able to help. EWON's service is free.
We can investigate issues such as:
- disputed bills
- disconnection or restriction of supply
- actions of a supplier which affect your property
- quality of supply
- connection or transfer issues
- electricity and gas marketing
What can't I complain about?
- Private contractors: We can't investigate complaints about private contractors (electricians, plumbers and gas fitters). This includes contracting arms of electricity, gas and water suppliers where the work is open to competitive quotation. Advice on these disputes is available from the Office of Fair Trading.
- Tariff or price increases: We can't investigate complaints about energy and water
price increases. The
Independent Pricing and Regulatory Tribunal (IPART) reviews electricity, water and gas pricing in NSW. EWON
does not set tariffs and charges, but can check if these
charges have been applied correctly. Further information
is available on IPART's
website.
- Your landlord: We can provide advice to tenants on high bills caused by
a fixed appliance (eg hot water heater) but we do not resolve
disputes with landlords. Advice in relation to these matters
can be obtained from the Office of Fair Trading or your
local 'Tenants' Advice and
Advocacy Service. See tenancy advice services for more.
Common complaints
We have collected a range of case studies that cover the main types of complaints and issues raised by people who contact us.
A large proportion of customer complaints involve issues of affordability and difficulty in payment. Case studies relating to payment difficulty have been categorised by electricity, gas and water.
People facing electricity and gas disconnection contact us on a daily basis. Sometimes customers have been without power for months. These case studies are categorised by electricity and gas. See also water restriction case studies. Other major areas of complaints include:
- High bills
- Energy competition
- Connection problems
- Supply difficulties and damage
- Land and property issues
For a full list of common complaints, see
electricity,
gas, and
water case studies.
