How Do I Escalate a Complaint to the Energy & Water Ombudsman NSW (EWON)?

EWON is a free, independent dispute resolution service for electricity and gas customers in New South Wales, and for some water customers. To escalate a complaint, you must contact your provider first and give them a chance to fix the issue. If you're not happy with their response — or they don't respond — you can complain to EWON, which may refer the matter to a senior contact at your provider (who should respond within 5 days) and can investigate if the problem remains unresolved. EWON works toward an outcome that is fair and reasonable.

Before you contact EWON: the step you can't skip

EWON's own process starts with your provider, not with EWON. The first step is to let your provider know about the issue and find out how they can help you. This gives the provider a chance to resolve it directly and establishes the complaint history EWON will later look at.

If you skip this step, you'll likely be sent back to your provider before EWON can take the complaint further.

When you're eligible to complain to EWON

You can contact EWON when:

• You've already raised the issue with your provider, and
• You're not happy with their response, or
• You haven't heard back from them.

EWON's service covers electricity and gas customers in NSW, and some water customers. If you're unsure whether your issue falls within scope, the eligibility question is best confirmed directly with EWON when you lodge.

Step-by-step: what happens after you lodge

The 5-day response window applies to the referral stage — it's the provider's senior contact who is expected to get back to you within that period, not EWON's own investigation timeline.

How to make a complaint

EWON's site lists two contact routes:

• Make a complaint online through the EWON website
• Call 1800 246 545

Before you lodge, it helps to have your provider details and a clear summary of what you've already raised with them and what response (if any) you received.

What EWON can help with

EWON's site lists these areas under "Get help with":

• Paying bills
• Ways to save on your bills
• Embedded networks
• Switching retailers
• Disconnection
• Managing your account

These are the topics EWON surfaces as common complaint areas, which can help you judge whether your issue is the kind EWON deals with.

Is it free?

Yes — EWON states its services are free. This applies to the dispute resolution service for eligible NSW electricity, gas, and some water customers. There is no cost to lodge a complaint or have EWON investigate.

Common sticking points

• Going to EWON before your provider. The most common reason a complaint gets redirected is that the provider hasn't been given the first opportunity to resolve it.
• Expecting EWON to investigate immediately. The first move after you complain may be a referral to a senior provider contact, with a 5-day response window — investigation comes after that if the issue isn't resolved.
• Assuming all water complaints qualify. EWON covers some water customers, not all, so confirm your situation when you lodge.
• Losing track of the paper trail. Keep a record of when you contacted your provider, what you asked for, and what they said — this is what the escalation and any later investigation will rest on.

Where to go next

If your provider hasn't resolved the issue, lodge your complaint through the EWON website or call 1800 246 545. EWON also publishes a complaints update showing current volumes (for example, 490 new complaints and 707 open complaints in a recent week), which gives a sense of how active the service is.