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Ombudsman’s message
by Clare Petre, Energy & Water Ombudsman NSW
 Recently EWON released its ninth annual report titled, ‘Challenge, change and choice’. In the 2006–2007 financial year EWON finalised 8641 complaints, which represents a 13% increase from last year.
This year marks a significant change in trends, with retail competition complaints (marketing, contracts, transfers) taking over from billing and credit as the primary reason for customers contacting EWON.
Issues for complainants in financial hardship
I am pleased to report that we continue to see a downward trend in credit related complaints. We believe that utility providers’ customer assistance programs have played, and will continue to play, a positive role in this downward trend.
While this trend is encouraging, our complaints indicate that some customer hardship cases are being missed by call centres and are not referred to the assistance programs.
Analysis of complaints from customers receiving a pension or benefit, and/or living in public housing, indicates that affordability is a key issue for vulnerable or disadvantaged consumers.
Of these cases, credit problems (for example disconnection, difficulty in payment, debt collection) were the primary reason for their complaint. This is significant compared with other domestic customers, for whom credit was fourth as their primary issue (see graph below).
EAPA vouchers
We also continue to receive credit related complaints where customers in hardship have not been able to access EAPA (Energy Accounts Payment Assistance) vouchers.
If customers have difficulty locating EAPA they can contact EWON on freecall 1800 246 545 to find out which agencies in their area distribute the vouchers.
I urge community organisations that run out of vouchers to ring the EAPA Coordinator at the Department of Water and Energy on (02) 8281 7712.
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