Energy & Water Ombudsman NSW (EWON)

Whilst EWON communicated a quick turnaround time of 5 business days and set a professional standard at the beginning, EWON fell short of expectations. EWON failed to properly review my complaint and took 2.5 months to ultimately advise me, the applicant that they could not do anything until I had provided all the information to the party in question. The nature of my complaint was that the information requested was unreasonable, EWON did not have staff that had enough knowledge or skills to be understand anything and as such dismissed my complaint, which led to 2.5 months of idle time. I would not approach or recommend EWON, who are quite bluntly a joke for a mediator which serves little to no purpose to the public. I agree with the below reviewers, that they should cease their operations.
Jan 11th, 2023

Terrible. AGL took money out of my Self managed super fund account. I am not even a customer of AGL and NEVER have been. They had a customer of AGL fraudulently using my bank details to make payments on their own AGL account. EWON were good at the start then started to protect AGL and the fraud details of the customer using my details. They didnt even provide the name of the AGL contact so I could make representations to Police. I mean AGL has a customer comitting fraud using their service and wont even report it to Police or provide any details so I can report it. EWON is a disgraceful toothless tiger with no power. Their allegiance lies with energy companys. Dont bother. They have been provided evidence of the ongoing fraud and wont even say if AGL has reported the fraud to the Police or not. Totally incometenent and woeful. SHAME SHAME SHAME!
Sep 3rd, 2022

Not even worth a star... this organisation is not functioning and it needs to be decommissioned and save tax payers the money. From my experience escalating matter with solid evidence about misleading tactics during renewal by a major energy supplier in NSW, EWON rang me only once about just explaining they would only let both parties to talk to each other, and then EWON disappeared thereafter... the cunning energy supplier promised to call me via email but never did (still have their emails with empty promise). And of course, I don't know how to reach them directly as their phone numbers are generic with convoluted paths/options set up to ensure I will just waste your time in waiting for nothing if I ring them. EWON does nothing to investigate my matter and it just just a template message to inform me (after they rang me 1st time) that they would be investigating the matter. They even did not even bother to reply me after I escalated the 2nd time to them by email (replying to their generic message) - as I complained to them that the energy supplier never ring me. So why we, as the tax payers, waste so much money in feeding this EWON organisation which does nothing but sleeping ? It looks like the plum jobs for those who can sleep in this organisation all day and do nothing, and keep collecting tax payers money. This organisation needs to be decommissioned, as there are lots more demand to serve better to the communities here in NSW.
Aug 2nd, 2022

At first there was some optimism, when I submitted my complaint on my electricity provider Simply Energy for overcharging me on my electricity by $600+ per quarter. I appreciate that we had a lockdown period, yet the costs were excessive for a single person who lives alone in a 1 bedroom unit. On that, sure I was prepared to pay more, yet not that much!! Rip off!! My retailer was hopeless - saying they investigated, and would issue me with a revised bill once the investigations were complete; yet instead I get useless operators from the Philippines, as well as threats to pay and disconnection notices, which is the complete opposite of what I was told I would be getting. Hence why this case was escalated to EWON...and I was happy when I received a phone call from Madi at your office on the 24/12/21, which is marvellous, considering it is Christmas time, and only a day after I followed the correct process and submitted my complaint. Madi was super helpful. I was advised that my case was being sent to the investigations team from my retailer, and like my retailer (now old retailer, have switched my electricity and gas to GloBird since) I have received ZERO communication or resolutions on my complaint to get part of my money back for this overpayment. It was a complete waste of time coming to EWON. Save your time, and do not bother, and switch to an Australian based retailer with CALL CENTRES in Australia. Simply Energy were once great, but now equally as hopeless as this company. Shameful.
Mar 21st, 2022

I reported to Ausgrid a newly installed electrical cable sagging so low that I could touch it with my hands. Ausgrid confirmed that the cable had been installed without Ausgrid approval and placed a tape saying " electrical hazard, do not cross " on my property and left the dangerous cable unrectified for over THREE MONTHS despite of my constant follow ups. I had to resort to ewon for help. However I was very disappointed when ewon told me that there was not much they could help. Why does ewon exist if they can't even help such straight forward complaint ? Follow up: Hi EWON, Thank you for your reply. In response to your reply, my comments as following: Yes, I am not happy with the outcome of the case. I am more disappointed with the inconsistency, non-transparency and obvious bias that EWON had shown. Yes, Ausgrid issued the initial defect notice to the ASP and the neighbour. However, Ausgrid allowed the dangerous cable to remain unrectified for over THREE MONTHS, forcing us to approach EWON for help. Although EWON acknowledged the cable was not compliant, EWON was content for the dangerous cable to hang low above our property without any urgency. EWON did not provide any regular updates, or share any information about the timeline and required actions for the rectification of the dangerous cable, quoting "privacy" as the reason despite of our constant follow ups, and the fact the dangerous cable was above our property. When Ausgrid later decided to retroactively approve the illegal and non-compliant cable and alter the defect notice without justification, EWON followed Ausgrid change of view without any questions. Ewon accepts anything Ausgrid tells them without any significant effort to independently investigate / verify. EWON claims to be independent, but is happy to change their narrative to what Ausgrid suggests to them without question. The process is very biased towards Ausgrid.
Mar 1st, 2022