| About us
Introduction
Established in 1998, EWON is the approved dispute resolution scheme for New South Wales electricity and gas customers, and some water customers.
Our aim is to provide high quality, independent dispute resolution for energy and water customers and to contribute to the raising of overall standards of customer service in the energy and water industries.
Consumers can approach EWON about a range of issues related to:
- disconnection or restriction of supply
- electricity and gas marketing and transfers
- billing and credit
- quality of supply
- actions by a provider that impact on land or other property
- provision or failure to provide energy or water services
We work with energy and water providers in a number of ways, including:
- reviewing disputes that have not been resolved by internal systems
- encouraging continuous improvement and consistency in customer service
- providing reports and analysis to help raise industry standards
- creating opportunities to improve relationships with customers
Our structure
EWON Board
The Board is responsible for corporate governance and funding and is made up of representatives of the electricity, gas and water providers. Members of the Board up to 30 June 2007 were:
- Terri Benson, Country Energy - Chairperson
- Rod Howard, Integral Energy - Deputy Chairperson
- Nadia Dimmock, Jackgreen
- Jim Galvin, AGL
- Geoff Lilliss, EnergyAustralia
- Kevin Murray, TransGrid
- Colin Ridley, Sydney Water
Message from the Board Chairperson, Terri Benson
It has been another challenging year for EWON with the nature of customer concerns changing as activity in the New South Wales retail market continues to increase.
EWON has continued to evolve, managing a more complex workload for the consumers that it represents and meeting the ongoing challenges of the markets that it operates in. It is pleasing to see the high level of service that continues to be delivered for both energy and water customers in New South Wales.
There is a constant focus on providing an effective dispute resolution service that delivers value for both customers and members. I would like to congratulate the Ombudsman on her leadership and the direction she has provided for the organisation. The employees of EWON also need to be congratulated for their professionalism and the reputation they continue to build with customers, industry and stakeholders.
I would like to thank the members of the Board and Council for their ongoing contribution and support throughout the year.
EWON Council
The Council is chaired by an independent Chairperson and comprises equal representation of consumer and industry interests to ensure EWON's independence. Members of the Council up to 30 June 2007 were:
- Professor Stuart Rees, Chairperson
- Don Anderson, EnergyAustralia
- Helen Campbell, Council of Social Service of NSW
- Elissa Freeman, Public Interest Advocacy Centre
- Lynda Johns, Financial Counsellors' Association NSW
- Craig Murray, Country Energy
- Stephen Phillips, Hunter Water
- Bruce Rowley, Integral Energy
- Anna Stewart, AGL
- Graeme Wiffen, Australian Consumers' Association
- Denise Wilson, Id Planning -small business representative
Message from the Council Chairperson, Professor Stuart Rees
Throughout the past year EWON staff have continued to provide high standards of service to several constituencies, including the most vulnerable sections of the general public, and the representatives of member providers and of consumer organisations.
Despite significant increases in customer contacts and the consequent extra demands on the organisation, the staff continue to be enthusiastic and professional in their work.
Outreach programs and in-house training have contributed to a stimulating learning environment for staff but it is imaginative leadership that has been the key to EWON's impressive performance.
As a workplace EWON continues to support staff and look for innovative ways to improve resources, while maintaining efficient day-to-day administration.
Although considerable new demands - such as the consequences of significant increases in energy prices - will be placed on EWON in the near future, I am confident that highly professional services will continue to be given to all those whose lives and work are affected by this invaluable Ombudsman scheme.
EWON members
1 July 2006 to 30 June 2007
- ActewAGL Retail
- AGL Electricity
- AGL Retail Energy
- AGL Victoria
- Aurora Energy
- Australian Power and Gas
- Country Energy
- ENERGEX
- EnergyAustralia
- Energy One
- Hunter Water
- Independent Electricity Retail Solutions
- Integral Energy
- Jackgreen
- NSW Electricity
- Origin Energy Electricity
- Origin Energy LPG
- Powerdirect
- Red Energy
- State Water
- Sydney Water
- TransGrid
- TRUenergy
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