Energy & Water Ombudsman NSW reports 27,588 complaints

Download the full Annual Report 

Ombudsman increases support for NSW customers 

The Energy & Water Ombudsman NSW (EWON) managed 27,588 complaints in 2024-2025, the result of another year of significant cost of living and energy pricing impacts on NSW energy and water customers.

EWON’s Annual Report, released today, shows the sustained level of high complaint numbers is underpinned by the growing challenges faced by consumers, including the increased take up of Consumer Energy Resources, renewable energy infrastructure development and affordability issues stemming from continued high energy prices and rising water costs.

• 72% of complaints related to billing issues including high and estimated bills and errors with payments and rebates

• billing affordability complaints increased by 76%

• 7% of complaints related to credit issues including disconnections, arrears, payment difficulties, declined payment arrangements, and debt collection

• electricity disconnection complaints increased by 6%.

“One in five households are susceptible to, or are experiencing, energy affordability issues and most of these households have very high energy bills1,” said Ombudsman, Janine Young. “Many of our customers are experiencing severe cost of living pressures, are juggling multiple debts – and are often managing housing, health and employment difficulties. Our new Extra Help team provides specialised assistance to these customers, offering dignity and stability, regardless of customers’ circumstances,” said Ms Young.

Ms Young also emphasised EWON's commitment to balancing industry advancements with consumer rights. "As the energy and water sectors undergo rapid transformation due to innovation and climate imperatives, EWON works to ensure that consumer protections evolve in tandem," Ms Young stated.

In response to a request from the NSW Government, EWON now addresses complaints from landholders and community members affected by renewable energy infrastructure. Through extensive community engagement across the state's Renewable Energy Zones, EWON has connected with communities and landowners, gaining valuable insights about concerns raised by regional residents.

“Building trust is essential during the energy transition,” Ms Young noted. “We provide independent information and advice to community members as well as complaint resolution for those impacted by new transmission development. If we can’t help, we connect landowners and community members to the right organisation.”

For Ombudsman interviews please contact: Jacqui Morrison, jacquelinem@ewon.com.au or phone 0426 822 341.