Annual Report 2024-2025

Highlights from our FY25 Annual Report include: 

• Landholders and community members impacted by renewable energy infrastructure can now come to us for advice or dispute resolution after we expanded our jurisdiction to accept complaints from EnergyCo and ACEREZ.

• Customers experiencing severe and complex affordability pressures, chronic mental or physical illness, family violence and housing risk can now receive more holistic and tailored support from our new Extra Help team.

• Thousands of consumers across NSW received face-to-face support with their bills or accounts, at one of the 104 community engagement events across 29 local government areas EWON visited.

• More consumers know about our service and how to reach us as. We saw a significant increase in customers who heard about EWON through the media after large increases in Ombudsman media interviews and EWON mentions.

• Regulators and policy makers are aware of our consumer protection perspectives in the areas of smart meters, Consumer Energy Resources, affordability, family violence protections and more, due to our policy work.

• Our influence and effectiveness in the industry was acknowledged as our 2024 Independent Review recognised us as having ‘one of the few trusted voices’ in the sector.

The data in this report is drawn from complaints received during FY25, unless otherwise specified. EWON’s open complaint data varies in accordance with complaint progression, and figures in this report reflect complaint status on 10 July 2025.

Highlights from our FY25 Annual Report include: 

• Landholders and community members impacted by renewable energy infrastructure can now come to us for advice or dispute resolution after we expanded our jurisdiction to accept complaints from EnergyCo and ACEREZ.

• Customers experiencing severe and complex affordability pressures, chronic mental or physical illness, family violence and housing risk can now receive more holistic and tailored support from our new Extra Help team.

• Thousands of consumers across NSW received face-to-face support with their bills or accounts, at one of the 104 community engagement events across 29 local government areas EWON visited.

• More consumers know about our service and how to reach us as. We saw a significant increase in customers who heard about EWON through the media after large increases in Ombudsman media interviews and EWON mentions.

• Regulators and policy makers are aware of our consumer protection perspectives in the areas of smart meters, Consumer Energy Resources, affordability, family violence protections and more, due to our policy work.

• Our influence and effectiveness in the industry was acknowledged as our 2024 Independent Review recognised us as having ‘one of the few trusted voices’ in the sector.

The data in this report is drawn from complaints received during FY25, unless otherwise specified. EWON’s open complaint data varies in accordance with complaint progression, and figures in this report reflect complaint status on 10 July 2025.

Highlights from our FY25 Annual Report include: 

• Landholders and community members impacted by renewable energy infrastructure can now come to us for advice or dispute resolution after we expanded our jurisdiction to accept complaints from EnergyCo and ACEREZ.

• Customers experiencing severe and complex affordability pressures, chronic mental or physical illness, family violence and housing risk can now receive more holistic and tailored support from our new Extra Help team.

• Thousands of consumers across NSW received face-to-face support with their bills or accounts, at one of the 104 community engagement events across 29 local government areas EWON visited.

• More consumers know about our service and how to reach us as. We saw a significant increase in customers who heard about EWON through the media after large increases in Ombudsman media interviews and EWON mentions.

• Regulators and policy makers are aware of our consumer protection perspectives in the areas of smart meters, Consumer Energy Resources, affordability, family violence protections and more, due to our policy work.

• Our influence and effectiveness in the industry was acknowledged as our 2024 Independent Review recognised us as having ‘one of the few trusted voices’ in the sector.

The data in this report is drawn from complaints received during FY25, unless otherwise specified. EWON’s open complaint data varies in accordance with complaint progression, and figures in this report reflect complaint status on 10 July 2025.