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About Us

The Energy & Water Ombudsman NSW (EWON) is the government approved dispute resolution scheme for New South Wales electricity and gas customers, and some water customers.

We were founded in 1998 as an industry-based Ombudsman scheme, to independently resolve complaints about our members.We are an independent body – we are not a consumer advocate, nor do we represent industry. We work towards a fair and reasonable outcome for all parties. If a matter is not resolved, we may make a binding decision.

The Ombudsman manages our day-to-day operations and our Board of Directors is responsible for corporate governance, funding, policy and strategy. We operate according to our constitution and charter and are funded by our members.

We have strong relationships with other agencies in the energy sector and work with government and regulators to update them on industry trends and issues identified through our complaint handling and outreach. Read our recent submissions.

Through our community engagement program, we educate consumers, small businesses and community workers about energy and water issues.

What We Do
  • Disputed accounts, high bills
  • Debts, arrears
  • Disconnection or restriction of supply
  • Actions of a provider that affect your property
  • Reliability of supply
  • Quality of supply (including claims for compensation)
  • Connection or transfer issues
  • Negotiated contracts
  • Marketing practices
  • Poor customer service