Energy and Water Ombudsman NSW Independent five-year review 2019
EWON’s Constitution [PDF 770KB] requires that an independent review be conducted at least every five years. Queen Margaret University’s Consumer Dispute Resolution Centre was selected to conduct the 2019 review. It primarily looked at how well we comply with the Australian Government’s Benchmarks for Industry-based Customer Dispute Resolution.
EWON Expanded Jurisdiction Final Report
EWON engaged KPMG to support the development of revised funding and membership models, and present an assessment of options associated with the expansion in EWON’s jurisdiction – namely the requirement that exempt networks and retailers will be required to become members of EWON.
This report outlines the feedback from stakeholders who participated in the consultation process as well as KPMG’s views in relation to the membership model, fee structure, member voting rights and board composition. The report has been informed by work completed by EWON, KPMG’s own analysis and stakeholder feedback, including a number of written submissions.
The collated feedback and views expressed in this report informed the EWON Board’s determination of EWON’s funding model and the proposed changes to EWON’s Constitution. At EWON’s Extraordinary General Meeting of members on 7 June 2018, EWON members voted to approve the proposed changes to the Constitution. The Constitutional changes include changes to the voting rights of members, composition of Industry Directors of the Board and director tenure. EWON’s amended Constitution is here.
Rising Inequality in the Energy Market: Safeguarding Consumer Protection
Energy customers in NSW have traditionally had access to consumer protections over and above that provided by general consumer law. Policy makers at the highest level have recognised that the essential nature of electricity and gas make this extra consumer protection essential. While fairness dictates that all customers should enjoy the same level of protection, there have always been a small number of customers – those who buy their energy through embedded networks rather than from authorised retailers – whose right to access consumer protection has been weaker than that of other customers.
The growth in the number of embedded networks in NSW means that the number of customers with this inequitable level of consumer protection is growing, both absolutely and as a percentage.
EWON believes that the conditions and concerns that led to the creation of consumer protection for energy customers are still very relevant today, and that the consumer protection that applies to customers of authorised retailers should be extended to customers of embedded networks.
EWON Report - November 2014
Arising from the 2013 National Energy Affordability Roundtable, EWON released a discussion paper about prepayment meters in July 2014. We received 22 responses and some informal feedback from a diverse range of stakeholders. EWON has now released a Report considering the views of stakeholders and identifying key issues. The Report also addresses the key concerns raised within the context of NECF and smart meters.
National Energy Affordability Roundtable
Following the first National Energy Affordability Roundtable in April 2013, Australian energy ombudsmen, the Energy Retailers Association of Australia and the Australian Council of Social Services released the joint National Energy and Affordability Roundtable Report. The report contains a set of recommendations for action to address the affordability challenges faced by energy consumers around the country.
Consumers' use and experience of 'credit repair' agents
EWON completed a survey of customers represented by credit repair agents and undertook a mystery shopper research project into credit repair agents. This highlighted common consumer circumstances and practices by agents that are concerning to EWON including, lack of consumer awareness, misleading conduct and high fees.
View the report here
Jackgreen - follow up report on the failure of an energy retailer
Following the initial report on Jackgreen - the failure of an energy retailer, EWON produced a follow up report Failure of an energy retailer: An event with a very long tail detailing the impact on customers and EWON of failed retailer Jackgreen.
View the report here
Jackgreen - the failure of an energy retailer
The report Jackgreen - the failure of an energy retailer. The perspective of the Energy & Water Ombudsman NSW in dealing with Jackgreen customer complaints was presented to stakeholders in September 2010.