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Who are we?

The Energy & Water Ombudsman NSW (EWON) is the government approved dispute resolution scheme for New South Wales electricity and gas customers, and some water customers.

EWON was founded in 1998 as an industry-based Ombudsman scheme, to independently resolve complaints about members of the scheme. As an Ombudsman scheme, we work towards a fair and reasonable outcome for all parties. We are an independent body – we are not a consumer advocate, nor do we represent industry.

For more information on Ombudsman services visit the ANZOA website or download the 'What is an Ombudsman' factsheet.

Our independence

EWON's decision-making process is independent of members and stakeholders. The Ombudsman is able to make decisions without any interference, based on what is fair and reasonable, and what is within EWON’s jurisdiction.

Our mission

We  aim to provide high quality, independent dispute resolution and to help raise customer service standards in the energy and water industries.

Cost for using our service

Our service is free for consumers and small business.

Our Benchmarks

We plan our activities and measure our success against six industry-standard benchmarks: accessibility, independence, fairness, accountability, efficiency and effectiveness.

For more information on benchmarks for alternative dispute resolution schemes like ours, visit www.anzoa.com.au.

Our values

EWON’s values are benchmarks for what we consider to be the ‘right’ behaviours to demonstrate in all we do. Our values provide a framework for consistency and accountability in how we act and make decisions, guiding the everyday interactions of everyone here. Values say a lot about us as individuals and as an organisation and help us to be clear about what is important at EWON.

Independence: We are impartial; we approach our work transparently and openly. Integrity: We are open and honest; we stand by our actions.   One Team: We work together; we are flexible, helpful and take personal responsibility. Respect: We are courteous; we build trust by listening and following through on our commitments.   Service Excellence: We are proactive; we are committed to delivering high quality services to our customers and stakeholders.   Social Justice: We are accessible and fair; we take a holistic approach to addressing customer circumstances.