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Strategic Objectives

Strategic Objectives

EWON Tealprint July 2025 - June 2028

EWON’s strategic objectives blueprint is named after our signature colour – Teal. Our ‘Tealprint’ provides context for how we achieve impact and maintain our effectiveness as an Ombudsman scheme in the increasingly complex and evolving energy and water environment.

The Tealprint sets out EWON’s vision, purpose, mission, values, framework and priority groups; and then the initiatives we will undertake over the next three years, and the outcomes and impact we seek to achieve. The Tealprint is implemented through an Annual Business Plan approved by the EWON Board. Both the Annual Business Plan and the Tealprint are reported against to the EWON Board, ensuring that EWON is accountable to our overall mission and remains firmly focused on improving consumer, member and community outcomes.

EWON Tealprints:

Our strategic objectives

	Community awareness of EWON across NSW, including for people from priority groups, which improves access to members internal dispute resolution services and to EWON.
	Membership of EWON provides access to quality independent external dispute resolution; insights into the causes and drivers of complaints; and access to stakeholder, community, and industry engagement opportunities.
	External dispute resolution sector leadership through service excellence and responsiveness to the changing complaints environment.
	Industry, government and regulator engagement through provision of evidence-based information and advice about energy and water related issues, to support fair outcomes for consumers and communities.
	Highly capable and engaged people and effective systems and processes that support our people to deliver on our strategic objectives and business needs.

Our vision

All NSW people have equal and affordable access to energy and water products and services.

Our purpose

We empower people, make a difference and lead change.

Our mission

Provide high quality, independent advice, information and best practice external dispute resolution to NSW energy and water customers.
Use our unique complaints data to enable energy and water providers to improve their products and services; to systemically reduce complaints; and to drive regulator/government development of improved energy and water laws, regulations, codes and policy.
Engage effectively with NSW consumers, promote our service and the complaints processes of energy and water providers through community outreach and stakeholder engagement.