Ombudsman's message
Complaints to EWON have plateaued while our work has ramped up in other areas.
Over the past few months, our Policy team have been focused on the NSW smart meter rollout. Our latest Spotlight On report shows that customers with smart meters are facing several barriers to fast and effective dispute resolution. Our latest Consultative Council Meeting built on these findings with a panel of six industry and consumer representatives speaking to 140 attendees about how to reduce smart metering complaints. We plan to continue this work by holding a short, sharp series of roundtable discussions with members, regulators and metering service providers.
The move from analogue meters (bills based on start and finish reads) to smart meters (bills based on interval-based data reads) is one of the energy changes driving the increased need for household energy literacy. I’ve been part of extensive community engagement across NSW this quarter and many locals have spoken to me about being confused by new energy products, tariffs and services including metering. Please remember that we have a series of factsheets, including one about tariffs, on our website for you and your clients.
EWON’s community engagement has taken me to Coonabarabran, Albury, Wagga Wagga, Deniliquin, Hay, Gulgong, Duneedoo, Coolah, Cassilis, Bourke and Brewarrina for a range of EWON events; Bring Your Bills days and renewable energy infrastructure focused meetings with landholders and community members who reside in NSW Renewable Energy Zones.
On top of our regular community engagement program, we also hosted a webinar with the Australian Energy Regulator to introduce its Customer Engagement Toolkit to energy retailers. The Toolkit is designed to help energy providers proactively identify customer vulnerability. We all know anyone can experience vulnerability at any time, and this important resource is aimed at encouraging better business practices to alleviate the pressure on customers who are having trouble paying their bills.
I was privileged to speak at the Financial Inclusion Conference in Kingscliff in March – it was great to catch up with some of you there. I'm looking forward to seeing some of you at our annual Community Workers Forum in June – you can RSVP below.
Until next time
Janine Young
Ombudsman & Chief Executive Officer
Energy & Water Ombudsman NSW
Complaint update
We received 6,155 complaints in the January to March quarter – down 4% compared with the previous quarter. Billing remained the biggest issue with 4,166 complaints, followed by 513 credit complaints and 281 about digital meter exchange. Most complaints were about electricity (4,912), with 908 about gas and 283 water complaints.
Complaints by quarter
Calling all community workers in inner Sydney!
Don’t miss your chance to book a free seat at our Community Worker Forum!
Join us on 12 June 2025 as we look at the real-life consequences for consumers when energy and water are unaffordable.
The forum will draw on lived experience, combined with specialist knowledge to explore how we can collectively work to minimise the impacts of high bills on households. You will hear from First Nations and Multicultural communities as well as speakers in the tenancy, disability, energy and water sectors about how to assist consumers experiencing vulnerability.
Smart meters: who benefits?
Complaints to EWON show that many consumers are not receiving the benefits of the retailer-led smart meter rollout.
In our latest Spotlight On report, Electricity metering competition: who benefits? we take a closer look at whether the Power of Choice metering changes have helped customers the way they were meant to. EWON is hearing from customers experiencing estimated bills, billing delays, backbills, tariffs, data access and retailer delays with disputed bill reviews.
The report highlights a growing disconnect between energy retailers, customers, and Meter Service Providers who own and control the smart meter at customer’s properties.
Check out the ABC Online coverage
First Nations outreach
EWON’s outreach team visited Moree and Mungindi to host two First Nations focused Bring Your Bills events in March.
More than 16 community organisations, government services and energy providers joined us over the two days. We spoke with approximately 200 customers, many of which were put on affordable payment plans, had rebates applied to their accounts and received Energy Account Payment Assistance.
Peter's story below is just one example of why we continue to run these events.
Peter* was always on time paying his energy bills until he experienced multiple situations beyond his control. After a workplace injury, his income stopped while he waited for workers’ compensation—which was later denied. His wife passed away unexpectedly, and he took out a loan for the funeral costs. Soon after, he became unemployed, and with mounting debt and only Centrelink payments to rely on, he was unable to make a dent in his accumulated debt.
Peter came to our Bring Your Bills event and met with his energy provider, who waived $11,000 in debt, giving Peter a fresh start and much-needed relief.
Both communities expressed their gratitude for having so many services in one room and for the strong representation of Aboriginal staff across organisations.
*Name has been changed
National energy bill relief extended
The Federal Government has announced the National Energy Bill Relief is now extended until December 2025.
From 1 July 2025, every household and small business will receive an additional $150 in energy bill relief, automatically applied to electricity bills in quarterly instalments.
This is in addition to the $300 in energy bill relief already being provided to all households in New South Wales for the 2024–25 financial year.
Hear Me Out
The National Justice Project has launched Hear Me Out, a free AI-powered platform designed to help people find the right place to make a complaint.
Through a simple, step-by-step approach, it can also guide you through the complaints process, making it easier and more accessible.
EWON is proud to be part of this important initiative, and we’re excited that Hear Me Out is now available to the public.
Top tip
Draft proof your home before turning the heat on
As the temperature drops don’t forget to draught proof your home!
Around a third of your home’s heat escapes through draughts. You can keep the heat in with door snakes, curtains or blinds, draught-proof strips and insulation. Set your thermostat to 18°C to 21°C degrees in winter to help keep your home warm and minimise energy costs.
Case study
Customer worried about price increases
Dorothy who lives in a residential land lease community, reached out to EWON after learning her electricity rates were increasing—from 28 cents per kWh with no daily charge to 41 cents per kWh plus a $1.43 daily supply charge. Dorothy was worried this would push her bill up by at least $45 a month.
We explained that energy pricing rules changed on 24 September 2024 and pointed out IPART’s maximum rates for her area. We advised that her usage charge was slightly below the maximum of 41.65 cents and the supply charge was in line with the maximum of $1.43. Dorothy said the information helped her understand the change, and she now feels more confident speaking with her park operator.
Visit us!
- Real Futures - 2nd Chance Hub - 23 May 2025
- Maitland Money Extra Expo – 27 May
- EWON Community Workers Forum – 12 June 2025
If you’d like us to attend an event or visit/present to your community organisation, email community@ewon.com.au. You can also book us in for a free information session on energy and water affordability programs, rebates and concessions, and tips to save you money on energy or water bills.
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