Supply quality
The Energy & Water Ombudsman NSW (EWON) can help if you
have a complaint about the quality of your electricity,
gas or water supply.
The main complaints about supply quality include:
- frequent or lengthy interruptions to supply.
- poor supply quality (low or high voltage/mains pressure).
- damage, and other claims for compensation.
- lack of notification for planned interruptions (electricity
suppliers must give two days notice of planned interruptions,
see customer service standards
for more detail).
Generally, we would expect you to have tried to sort out
your complaint with your supplier first. Please visit case
studies for information on how EWON has handled electricity,
gas and water
supply difficulties and damage complaints in the past.
Claims for compensation
You may ask your electricity,
gas or water
supplier to compensate you for damage or loss that you
believe they caused. Claims of compensation generally include
damage to property or household appliances, loss of food
or other loss caused by a supply incident.
If you are not satisfied with the outcome of your complaint
or claim against your supplier, EWON will review the supplier's
decision. EWON's review of damage claims is comprehensive
and often time-consuming. Download our fact sheet on claims
for compensation for details on how your complaint will
be handled.
Supply standards
- Electricity
Voltage in Australia is ideally supplied at 240 Volts but
may range between 216 and 253 Volts. If you believe you are being supplied with electricity
outside this range, speak with your electricity
supplier, or contact
us.
- Gas
In areas supplied by piped gas, most properties are supplied
at 210kPA at the meter. If you believe you are being supplied
with gas outside this standard, speak with your gas
supplier, or contact
us.
- Water
Sydney Water supplies water at a minimum '15 metre head
of pressure' unless you live in a designated low-pressure
area. Hunter Water supplies all new developments with a
minimum '20 metre head of pressure' unless specified. Contact
your water supplier for more information,
or contact us.
