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Message from Clare Petre, Energy & Water Ombudsman (NSW) :: Despite all the work that has been done by EWON, utilities and other organisations, I am concerned that many energy and water consumers are not aware of where they can obtain assistance when problems arise, resulting in their arrears increasing to unmanageable levels. Poor communication and frustration is then likely to develop between customers and their utility providers ... more > |
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Rising rate of disconnections: There continue to be significant issues for electricity, gas and water consumers. Disconnection rates in New South Wales remain high and ensuring that essential services are kept within reach of people in financial hardship is a major challenge. This year at least 30% of all EWON matters related to impending or actual disconnection of electricity or gas ... more > |
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39% increase in complex cases: This year we have seen a significant increase in the number of higher level investigations coupled with a sharp rise in the time needed to resolve such complaints. While it is clear that the complaints are becoming more complex and thus taking longer to resolve, it is also the case that there remain some areas of service delivery to customers that have significant room for improvement ... more > |
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Types and number of complaints EWON receives: Utility customers contacted EWON about a range of issues, however the top two issues for each utility were: Electricity: credit (45%) and billing (24%) Gas: credit (37%) and billing (33%) Water: billing (26%) and use of land (20%) ... more > |
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Our work with community, member providers and stakeholders: Collaboration and partnerships between energy and water providers, community organisations and other stakeholders will help to ensure that problems with essential utility services are minimised or quickly resolved ... more > |
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Progress report for the year: Only by working together can the providers, Government, community groups and customers ensure high level services for NSW customers. To foster partnerships and to address the sharp increase in complaints from last year, we undertook a number of special projects ... more > |
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How do we measure our success? EWON measures its success against the benchmarks set for industry-based customer dispute resolution schemes ... more > |
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