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The Ombudsman's view
The April to June quarter is typically a quieter period for complaints due to mild weather and multiple public holidays. However, this year, demand for our services remained strong, with water-related cases driving a higher than usual caseload, even as energy cases dipped compared to the same period last year. This is reflective of the complaint trends we saw for all of the 2024/2025 financial year, during which time we received 19,529 cases, a 4% increase against the 2023/2024 financial year.
This growth coincided with a major milestone, the one-year anniversary of EWOV’s new case handling process, which launched on 1 July 2024 after a successful pilot. Designed to go beyond traditional conciliation, the new process introduced more active assessments of complaints based on relevant laws, regulations and good industry practice.
The impact has been clear, and we can see significant enhancements in our approach to resolving complaints efficiently and fairly. This quarter we received a higher volume of investigations (530) compared to last year (365), with investigations received up 32% for the financial year overall, compared to 2023/2024. We're proud of the flexibility and adaptability of our team, and the way EWOV is positioned to respond to new ways of working and challenges in the community.
Most importantly, seeing how the team have worked to embed this new case-handling process and improve the consumer and member experience, confirms my confidence in our capacity and capability to respond to the needs of the transitioning energy market. This was also confirmed through our recent independent review, in which Professor Ron Paterson ONZM found that EWOV is performing well in a challenging environment, with strong stakeholder confidence, a positive internal culture, and a renewed strategic direction under new leadership. It recognises the impact of the scheme’s new case-handling process, which is delivering faster, clearer, and more consistent outcomes for consumers and providers alike.
EWOV is ready for what’s next and we’re actively engaging with policymakers at all levels of government about the need to ensure consumers have access to free and independent dispute resolution if issues arise with consumer energy resources they have at home. This was a key recommendation in our submission to the Commonwealth Department of Climate Change, Energy, the Environment and Water’s (DCCEEW) consultation on Better Energy Consumer Experiences. Given the Government’s commitment to encourage the uptake of home batteries through the Cheaper Home Batteries Program, we emphasise the need for effective consumer protections for subsidised products in the market.
Our submission also called for a principles-based consumer duty for energy market providers, such as an obligation to act efficiently, honestly and fairly. In our view, an overarching obligation would provide a consist standard of conduct that applies across all services and engagement. Coupled with more refined rules and guidance where needed, this would ensure the market is well-placed to deal with the full range of risks through the energy transition.
Establishing a consumer duty was also a key recommendation in our most recent submission to the Essential Services Commission’s (ESC) review of the Energy Retail Code of Practice. We welcome the ESC’s proposed approach to dealing with important issues such as the gap between concession eligibility and access, and the friction consumers experience when trying to switch to their retailer's best offer, by introducing principles based rather than prescriptive rules. This approach will help future-proof the framework and prevent any gaps or unintended consequences arising from more prescriptive rules.
In my previous roles in the financial services sector, I’ve seen how the duty to act efficiently, honestly and fairly set expectations and improved conduct. Recently, I’ve been heartened to see mounting interest from governments, industry and community sector stakeholders in introducing an equivalent consumer duty in energy, including as a key direction in the Department of Energy, Environment and Climate Action’s Directions Paper for consumer protections for Consumer Energy Resources.
As we head into a new financial year, a key focus is building on the success of our new case-handling process, ensuring it continues to deliver value and impact in a rapidly evolving energy landscape. Central to this is empowering our people with the knowledge, capability and tools they need to confidently manage disputes within emerging energy markets, where complexity and innovation are accelerating.
We recognise that collaboration is essential to navigating these changes effectively. That’s why we look forward to working closely with Energy and Water Ombudsman schemes across Australia, strengthening our shared commitment to fairness, transparency and consumer protection. This will allow us to shape a more responsive and resilient dispute resolution framework that meets the needs of consumers today, and anticipates the challenges of the future.
