The Energy & Water Ombudsman NSW is the free, independent dispute-resolution scheme for energy and water customers in New South Wales. It covers residential and small business customers and can investigate complaints, arrange remedies and award compensation within its rules. If a provider has not fixed a problem, EWON is the main escalation route in NSW.
What EWON handles
- Electricity and gas billing disputes.
- Water and sewerage billing and service complaints.
- High bills, estimated reads and meter problems.
- Disconnection, payment plans and hardship.
- Missed appointments, poor service and complaint handling.
- Solar and embedded network issues in some cases.
What it cannot do
EWON cannot hear a case before the provider has had a chance to resolve it. It cannot decide issues that are already in court, and it cannot change government policy or set prices. It also does not handle telecom complaints, which go to the TIO, or matters outside New South Wales.
How to complain
Complain to your retailer or water provider first and ask for a complaint reference. If the response is unsatisfactory or the provider has stopped responding, contact EWON. Have the account number, the service address, the dates and the remedy you want ready.
EWON can review the account history, the contract and the provider's conduct. Common outcomes include a corrected bill, a payment plan, a credit, a meter test or a repair. It can also award compensation for inconvenience or loss where the provider has failed.
Evidence that helps
- Bills covering the disputed period.
- Meter readings and photos.
- The contract or offer you accepted.
- A dated log of calls, visits and promised dates.
- Any hardship or disconnection notice.
- The provider's final response.
If you are in hardship, say so early. The retail rules require providers to offer support, and EWON can check whether that happened. If a payment plan was agreed and then broken, keep the agreement and the payment records.
Read how to complain to the TIO in Australia if telecom is also involved. For energy complaints in other states, see EWOV in Victoria or EWOQ in Queensland.
Contact EWON
Contact details can change. Always confirm on the official page before sending personal information.
Before you escalate
- Complain to the provider first. Keep the date, the agent's name if given, and the complaint reference.
- Ask for a deadlock letter if the provider will not resolve the issue. Some schemes accept a case after a fixed waiting period instead.
- Put the facts in writing. Include account numbers, dates, meter readings or screenshots, the outcome you want and your contact details.
- Keep a copy of everything. Regulators work from documents, not recollections.
Providers in scope
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