Our Annual Report is out now

Our Annual Report 2025-2026 is out now. For the third consecutive year EWON’s total complaint numbers remain over 27,000 reflecting the increased cost of energy and its impact on households.

Billing complaints including high and estimated bills and errors with payments and rebates remained the biggest issue, present in 71% of all complaints. Credit-related complaints, including disconnections and debt constituted 11% of the total complaints, with complaints about payment difficulties including debt increasing by 14%.

“The cost-of-living crisis and energy pricing have seen complaints to EWON remain consistently high for the past three years. This reflects the energy affordability challenge faced by many NSW households,” said Ombudsman, Janine Young.

Highlights from our year include:

• The Australian Energy Regulator has committed to exploring alternative language to ‘hardship’ after our Spotlight On the harms of disconnection report highlighted that the stigmatising nature of the word prevents customers from asking for help.

• Irrigation corporations came into our jurisdiction from 1 July 2026. Now farmers, landholders and affected communities can access EWON’s free and independent dispute resolution.

• Our community outreach program engaged with over 4,000 community members across 63 local government areas.

• Our You’re Not Alone multicultural campaign reached 1.3 million people across Arabic, Cantonese Hindi, Korean and Mandarin speaking communities.

• Our Energy Transition team reached 500 community members across NSW Renewable Energy Zones and participated in two parliamentary enquiries.

• We continued to influence policy change around smart meters, consumer energy resources, embedded networks, and energy and water affordability.

Read our Annual Report now

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