Protection for customers in lockdown ends

The Australian Energy Regulator’s (AER) Standby Statement of Expectations ended in October. The Expectations protected consumer against disconnection, debt collection and credit listing. We expect complaints to EWON will increase as customers face managing incurred debt post-lockdown.

Always refer your clients back to their retailer first if they are experiencing financial vulnerability. All energy providers have affordability programs (sometimes known as hardship programs) to assist customers. If an acceptable arrangement can’t be reached with a retailer, contact us for help. Find out more about getting help paying bills.

Energy & Water Ombudsman NSW

Protection for customers in lockdown ends