Who can help
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.
EWON's service is free for consumers and small business.
How to make a complaint
You can complain to EWON if you have an issue with your electricity, gas or water provider and the provider is one of EWON's members.
If you have a problem with your energy or water provider:
- contact your provider
- tell them about your problem
- ask if they can help and what they intend to do
- if the call centre staff can’t help you, ask to speak to a senior staff member
- make a note of
- the name of person you speak to
- the date and time of the call, and
- what you talked about.
Keep copies of any letters or emails you send the provider about your complaint.
If you're not satisfied with the provider's response, you can make a complaint to EWON:
- use EWON's online form
- call EWON on 1800 246 545.
Help paying bills
EWON can also give you advice if you are having trouble paying your energy or water bills.
You may be eligible for assistance if you are struggling to pay your energy bill:
- Apply for Energy Accounts Payment Assistance (EAPA)
- Water Payment Assistance Scheme (PAS) vouchers (for Hunter Water, Sydney Water or Shoalhaven Water customers)
- No Interest Loan Scheme (NILS)