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EWONews Issue 35

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A message from the Ombudsman

We received 5,904 cases - a 5% increase from the previous quarter.

Billing complaints, particularly high bills, continued to dominate, followed by complaints about poor customer service, and we’re also seeing a rise in the number of complaints about digital meters. EWON’s complaints rose for the third quarter in a row between January and March 2017.

With the pressure on households to keep on top of their bills, topped off by the return of the cooler weather, it's timely to remind customers how heaters, electric blankets, extra hot showers and more time spent inside staying warm, contributes to an increase in power consumption over winter.

Quarterly billing means that many households won’t see how their charges add up for several months. Our new Winter Warmers campaign will help customers make informed decisions about energy use to help them avoid bill shock when their winter bill arrives.

Read on or visit ewon.com.au/winterwarmers for some handy hints to keep the bills down without leaving you cold and uncomfortable.

You can look forward to a detailed overview of EWON’s activities in 2016/2017 when our Annual Report comes out in October.

Until then, stay warm.

Janine Young
Ombudsman
Energy & Water Ombudsman NSW