ACCC calls for access to ombudsman services

EWON welcomes the Australian Competition and Consumer Commission’s (ACCC) recommendation in their latest Electricity Inquiry Report to extend energy ombudsman jurisdiction to encompass consumer energy resource (CER) products and services, including solar panels, home batteries and virtual power plants (VPPs).

"We are calling for legislative reform to ensure all CER retailers operating in NSW are required to join EWON, and the ACCC's recommendation is a clear step in the right direction," said Energy & Water Ombdusman NSW, Janine Young.

In the April - June 2026 quarter, EWON experienced a 79% increase in CER-related complaints compared to the same period in 2025. The increase in complaints can be partly attributed to the launch of the Australian Government Cheaper Home Batteries program which significantly increased the uptake of rooftop solar systems and residential batteries.

In May 2026, the ACCC called on EWON and other state-based energy and water ombudsman schemes to contribute complaints insights to the report. EWON highlighted the issues NSW consumers encounter when they purchase and install new energy products including:

• higher electricity bills after joining a VPP

• difficulties exiting VPP arrangements or regaining control of battery settings after changing retailers

• concerns that batteries were being charged from the grid at times that increased costs

• misleading information about battery performance, capability and expected financial benefit

• consumers finding themselves locked into long-term contracts, financing arrangements or complex energy offerings that are difficult to understand or exit

• gaps in consumer protections and uncertainty about where to seek help when multiple parties are involved e.g. retailers, installers and third-party operators.

Ms Young said the ACCC's recommendation recognises the need for consumer protections to evolve alongside Australia's energy transition, including the right for all consumers to access free, fair and independent advice, information and dispute resolution from energy ombudsman offices.

"Many CER-related complaints currently fall outside EWON's jurisdiction including complaints about solar retailers, battery installers and other new energy service providers who aren't existing EWON members" Ms Young said.

To progress this change, EWON has engaged with the NSW Department of Climate Change, Energy, the Environment and Water to highlight the significant gaps in consumer protection for customers investing in CER.

“All residential and small business customers should have access to consistent, free, fair and independent external dispute resolution,” Ms Young said.