Media centre
An important message regarding media enquiries
EWON's mandate is to provide a fair and independent dispute resolution service for consumers and utility providers. To meet this obligation, the Ombudsman is not able to comment on individual people, companies or investigations, as this may compromise the privacy of consumers who come to EWON with their complaints, and/or unfairly advantage or disadvantage commercially competitive companies.
The Ombudsman is not able to comment on government policy (which is out of EWON's jurisdiction). However, the Ombudsman welcomes public and open discussion on systemic issues affecting consumers in relation to the energy and water industries.
Public information about utility issues and consumer complaints is available through EWON publications on this website, in particular our submissions, annual reports and newsletters.
Media contact:
Maria Leonardis
Phone (02) 8218 5250
Email: news@ewon.com.au
Media releases 2007
Wednesday 14 November 2007
Ombudsman receives its highest number of energy and water complaints
The Energy & Water Ombudsman NSW (EWON) handled 8641 complaints last year, a 13% increase from the previous year and the highest number of complaints since it began nine years ago.
Released today, EWON’s Annual Report 2006–2007 shows that for the first time, customers complained more about retail competition issues than billing or credit. Retail competition in energy represented 29% of all issues raised by customers.
Clare Petre, Energy & Water Ombudsman NSW cautions that complaints to EWON are a significant barometer for energy and water companies about customer concerns.
EWON received 2786 complaints from customers about energy retail competition issues including misleading marketing, delayed billing or transfer, and limited payment options under new contracts. This represents a 50% increase in retail competition complaints from the previous year.
Of these complaints, 871 customers said they had not agreed to a contract but found their accounts cancelled or transferred without their consent.
“This year we have received a significant number of complaints about retail competition in energy. Some customers complained they were confused by their new retailer’s billing system, while others were frustrated when they had to wait months for their account to be transferred,” says Ms Petre.
“While we have seen a reduction in complaints involving misleading marketing, we are still concerned about inappropriate sales tactics being used to sign-up customers. We continue to receive complaints from advocates and family members about vulnerable customers signing contracts when it is clear that informed consent is an issue.
“Consumers in New South Wales are faced with a greater choice of retailers and energy products, especially as electricity and gas are often bundled or tied-in with other services.”
Ms Petre warns consumers, “It is important to carefully consider any energy offer before you sign. Make sure it is the right arrangement for you, as in the end, your supply won’t change, you’ll still receive the same electricity and gas as before.”
Thursday 28 June 2007
Checked your energy bill lately?
A message to small business owners and strata schemes in New South Wales from the Energy & Water Ombudsman NSW (EWON).
Clare Petre, Energy & Water Ombudsman NSW urges all small business owners and strata schemes to check their electricity and gas bills at the end of the financial year, following a number of complaints to her office from commercial customers.
‘Over recent months some small businesses and strata schemes have received catch-up bills for tens of thousands of dollars after billing errors went undetected by their energy supplier for several years’, Ms Petre says.
‘While domestic customers can’t be back-billed for more than 12 months, commercial customers can be back-billed for up to 6 years’, she explains.
Large back-bills can have a negative impact on the cashflow of businesses and strata schemes may have to impose special levies on residents in order to pay such bills and avoid disconnection.
Some commercial customers complained that they were not able to bill previous clients or residents for their share of catch-up accounts. They also said that had they been aware of their true consumption levels, they may have been able to review or reduce their energy usage. Inaccurate billing denied them the opportunity to fix the problem.
‘Some of the customers who contacted EWON were receiving energy bills for their business which were less than a domestic residence, but no one in the company picked this up’, Ms Petre says.
‘While it is extremely unfortunate that significant billing errors occur, business customers have a responsibility to regularly check their accounts to make sure they are not too high or too low.
‘If your business or strata has equipment and facilities that have the potential for high energy consumption but your account charges seem to reflect a lower level of usage, you should contact your retailer immediately to clarify this situation’, Ms Petre states.
Customers who are not able to resolve problems with their energy supplier can contact EWON for assistance. EWON’s service is free, fair and independent.
Media releases 2006
Misleading marketing unacceptable says Ombudsman, Tuesday 14 November
The Energy & Water Ombudsman NSW (EWON) today reported 7,624 complaints for the 2005-2006 financial year, a decrease of 8% from the previous year >>more [view online]
Background information: EWON and marketing complaints, 30 June 2006
Useful information and statistics to inform media and the general public [PDF]
EWON launches campaign to inform seniors about energy marketing, 15 June 2006
Since January 2006, the Energy & Water Ombudsman NSW (EWON) has experienced a significant increase in the number of complaints about marketing misconduct or coercion by a salesperson where an older consumer is affected. >>more [view online]
Media releases 2005
Rising rate of disconnections a concern for the Ombudsman, 9 November 2005
The Energy & Water Ombudsman NSW today released her seventh annual report, which highlights a worrying increase of 16% in the number of disconnection cases brought to EWON by NSW customers. >>more [view online]
Are Indigenous consumers getting “good service”?, 19 September 2005
If you're an Indigenous consumer or work with Indigenous clients, this is your opportunity to speak out about what's affecting you and your family.
view pdf
Helping disadvantaged energy consumers in the Illawarra, 8 April 2005
EWON will be holding a free information forum on Assistance programs for energy consumers in Wollongong on 13 April 2005 at the Illawarra Leagues Club.
view pdf
Calling all consumers: what can an Ombudsman do for you?, 1 April 2005
‘Ombudsman’ may be a Swedish term, but the concept of ‘a fair go’ is very Australian. On 7 April 2005, the heads of three key complaints handling bodies will hold a joint forum in Newcastle to tell consumers and community advocates how they can help to resolve disputes in energy and water, telecommunications, and banking and finance.
>>more [view online]
