Annual Report 2017/2018: Strengthening consumer protections

Complaints increased in 2017/2018 for the first time in five years, rising 12% from 2016/2017 to 26,416. 

Billing complaints rose 18% in 2017/2018 and continue to be the most significant complaint issue raised with EWON, present in 60% of all complaints. The report also shows a 19% increase in complaints related to customer service. These issues are present in 47% of complaints. Complaints related to energy affordability increased by 12% and were present in 21% of all complaints during the period.

Electricity accounted for 78% of EWON’s complaints in 2017/2018, up from 74% in 2016/2017. Gas complaints fell as percentage of total complaints from 23% in 2016/2017 to 19%, while water complaints remained stable at three percent of all complaints.

The theme of our Annual Report this year is ‘Strengthening consumer protections'.  View the report to see the work we have been doing this year, to strengthen consumer protections. 

View the Annual Report Online
Download the PDF
Read the media release

For more information or to arrange an interview with the Ombudsman, contact: Jacqui Heywood, Communications Officer – 0426 822 341 /