What will energy consumers expect of an energy and water ombudsman scheme in 2020, 2025 and 2030?

February 2020

The Australia & New Zealand Energy and Water Ombudsman Network (ANZEWON) commissioned a joint piece of independent research to better understand the dispute resolution needs of consumers in the energy and water markets in 5- 10 years and determine what changes, if any, are required to ensure that the energy and water ombudsman schemes are fit for purpose. The University of Sydney Law School was commissioned to undertake this research.

This report is one of several inputs that will inform our planning, to ensure we remain an integral part of the consumer protection framework across the energy and water markets.

Each scheme will consider the implications of the report within its own jurisdiction and regulatory environment.

The views expressed in this report do not necessarily reflect the views of ANZEWON or that of these ombudsman schemes.

What will energy consumers expect of an energy and water ombudsman scheme in 2020, 2025 and 2030?