Annual Report 2024-2025
Welcome to the Energy & Water Ombudsman NSW Annual Report for 2024-25.
This year we received 27,588 complaints, the second highest number in the past decade.
On top of sustained high complaint numbers, our data is showing an increase in the complexity of complaints, particularly relating to Consumer Energy Resources, renewable energy and affordability issues arising from continuing high energy prices coupled with water pricing increases.
Read highlights from our FY25 Annual Report below or download the full report.
- 2024/2025 at a glance
- Complaints by issue
- Complaints by area
- Complaints by sector
Highlights from our FY25 Annual Report include:
- Customers impacted by renewable energy infrastructure can now access EWON after expanding our jurisdiction to accept complaints from EnergyCo and ACEREZ.
- Our new Extra Help team is dedicated to supporting customers experiencing severe and complex affordability pressures, chronic mental or physical illness, family violence and housing risk.
- Thousands of consumers across NSW received face-to-face support at the 104 community engagement events we attended across 29 LGA’s.
- More consumers are accessing our service due to increased media coverage and Ombudsman interviews.
- We influenced regulators and policy makers in relation to smart meters, Consumer Energy Resources, energy affordability and family violence protections.
- Our 2024 Independent Review recognised us as ‘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:
- Customers impacted by renewable energy infrastructure can now access EWON after expanding our jurisdiction to accept complaints from EnergyCo and ACEREZ.
- Our new Extra Help team is dedicated to supporting customers experiencing severe and complex affordability pressures, chronic mental or physical illness, family violence and housing risk.
- Thousands of consumers across NSW received face-to-face support at the 104 community engagement events we attended across 29 LGA’s.
- More consumers are accessing our service due to increased media coverage and Ombudsman interviews.
- We influenced regulators and policy makers in relation to smart meters, Consumer Energy Resources, energy affordability and family violence protections.
- Our 2024 Independent Review recognised us as ‘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:
- Customers impacted by renewable energy infrastructure can now access EWON after expanding our jurisdiction to accept complaints from EnergyCo and ACEREZ.
- Our new Extra Help team is dedicated to supporting customers experiencing severe and complex affordability pressures, chronic mental or physical illness, family violence and housing risk.
- Thousands of consumers across NSW received face-to-face support at the 104 community engagement events we attended across 29 LGA’s.
- More consumers are accessing our service due to increased media coverage and Ombudsman interviews.
- We influenced regulators and policy makers in relation to smart meters, Consumer Energy Resources, energy affordability and family violence protections.
- Our 2024 Independent Review recognised us as ‘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:
- Customers impacted by renewable energy infrastructure can now access EWON after expanding our jurisdiction to accept complaints from EnergyCo and ACEREZ.
- Our new Extra Help team is dedicated to supporting customers experiencing severe and complex affordability pressures, chronic mental or physical illness, family violence and housing risk.
- Thousands of consumers across NSW received face-to-face support at the 104 community engagement events we attended across 29 LGA’s.
- More consumers are accessing our service due to increased media coverage and Ombudsman interviews.
- We influenced regulators and policy makers in relation to smart meters, Consumer Energy Resources, energy affordability and family violence protections.
- Our 2024 Independent Review recognised us as ‘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.