Annual Report 2025/2026
In FY26 complaint numbers remained high for the third year running, with 27,011 complaints received. We saw an increase in affordability complaints up by 11% to 2,217 and payment difficulty complaints involving arrears also increased by 14%.
Read highlights from our FY26 Annual Report below or download the full report.
- 2025/2026 at a glance
- Complaints by issue
- Complaints by area
- Complaints by sector
FY26 highlights include:
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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.
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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.
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Our community outreach program engaged with over 4,000 community members across 63 local government areas.
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Our You’re Not Alone multicultural campaign reached 1.3 million people across Arabic, Cantonese Hindi, Korean and Mandarin speaking communities.
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Our Energy Transition team reached 500 community members across NSW Renewable Energy Zones and participated in two parliamentary inquiries.
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We continued to influence policy change around smart meters, consumer energy resources, embedded networks, and energy and water affordability.
The data in this report is drawn from complaints received during FY26, unless otherwise specified. EWON’s open complaint data varies in accordance with complaint progression, and figures in this report reflect complaint status on 15 July 2026.
FY26 highlights 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.
The data in this report is drawn from complaints received during FY26, unless otherwise specified. EWON’s open complaint data varies in accordance with complaint progression, and figures in this report reflect complaint status on 15 July 2026.
FY26 highlights 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.
The data in this report is drawn from complaints received during FY26, unless otherwise specified. EWON’s open complaint data varies in accordance with complaint progression, and figures in this report reflect complaint status on 15 July 2026.
FY26 highlights 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.
The data in this report is drawn from complaints received during FY26, unless otherwise specified. EWON’s open complaint data varies in accordance with complaint progression, and figures in this report reflect complaint status on 15 July 2026.