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Reflect

On this page:

The Ombudsman's view

Catherine Wolthuizen

Season’s greetings! As we reach the end of another year and people enjoy summer holidays, I’ve been reflecting on how we have adapted to meet ever increasing demand and also complexity in the complaints that come to us. We’ve invested in our people, processes and engagement so we’re ready to help with any complaints that come our way.

The winter quarter is typically our busiest, driven by a combination of winter bills and annual price increase events. This year was no exception, with the addition of a steady volume of complaints arising from Greater Western Water’s billing system issues. Despite this high demand, we’ve reduced our time to allocate cases so all parties can feel confident that when a consumer brings a complaint to us, it will be progressed within a reasonable timeframe.

This is critical because in September, the Essential Services Commission (the ESC) made a new rule requiring energy retailers to include EWOV’s contact details on the front page of all bills. This rule is effective from 1 February 2026, and it ensures more energy consumers know we’re available to help.

This rule is part of a broader suite of changes to the Energy Retail Code of Practice, aimed at lowering consumer energy bills and providing an extra layer of protection for consumers who do not or cannot shop around for an alternative provider. We support the introduction of these changes, and the ESC’s continued work to ensure the Code is fit for purpose and responsive to increasing complexity and a transitioning market.

A key change we’d like to see is the introduction of a consumer duty for energy. The ESC has been shifting towards principles-based obligations for some time, and we think an overarching duty, complementing existing prescriptive regulation where needed, would set up an adaptive and flexible framework with clear expectations about the outcomes retailers should aim for with their conduct.

I had the pleasure of attending the annual Financial Counselling Victoria conference in October, where I had the opportunity to talk about how a consumer duty for energy could support providers to go beyond minimum requirements to understand and meet consumers’ needs, especially in relation to hardship and other factors for vulnerability. You can read more about this and quotes from the speech in our website news article. We have seen how outcomes-focused regulation can go beyond prescriptive rules to encourage providers to apply their knowledge of their business and customers to better anticipate and prevent harm. As the energy market continues its transition to renewables, we will continue to engage with stakeholders and policymakers on the opportunity to incorporate a consumer duty into existing and new regulatory frameworks.

We’ve also been thinking about how we can do more to leverage our unique perspective on the market to help improve outcomes for all. Our recent independent review found that we have a rigorous process in place to highlight systemic issues and ‘prevent the remediation of tomorrow’ but could do more to publicise the lessons from this work. You can find out more by reading our recently published Annual Report 2025 for insights from the 13 systemic issue investigations we finalised in the 2025/25 financial year that resulted in positive change, and take a look at our data, which now includes data related to each scheme participant.

The independent review also recommended changes to ensure the scheme is fit for purpose as energy and water markets continue to change. At our recent Annual General Meeting, EWOV members voted in favour of three changes to the EWOV charter to meet the evolving needs of energy and water consumers and industry. We thank our members for their continued support as EWOV adapts to meet both consumer and market expectations.

The big picture

  • We received 6,498 cases this quarter, up 7% from the same quarter last year (6,055) and again exceeding our highest quarterly case volume in the last 5 years.
  • The volume of investigations (700) continues to increase, up 7% this quarter compared to the last year (652).
  • Water cases (1,115) continue to be a key contributor to elevated case volumes, up 145% compared to last year (455).
  • Electricity cases (2,940) were down 8% compared to last year (3,200), although cases involving existing connection issues were up (provision >existing connection – 149), tariff issues (339) and disconnections (77).
  • Gas cases (2,403) were up 3% compared to last year (2,336), with tariff issues (181) also a significant driver of case volumes, more than double the volume last year (77).

Issues watch

Supply upgrade cases remain high

Electricity provision cases, relating to the connection of a property to the electricity network, have been steadily increasing over the past 12 months. This quarter we received 231 cases, up 55% compared to last year (149), with complaints about delays in reconfiguring a meter for solar export the biggest driver of this increase. These cases highlight a range of factors that can complicate issues for consumers, including challenges for consumers understanding increasingly complex products and services, how those products and services interact with their traditional supply arrangements, the expectation of lower energy bills, and engagement with multiple providers including installers, retailers and distributors.

A key theme that emerges from these cases is that providers commonly comply with technical requirements, but consumers become dissatisfied when a provider is not responsive to their queries or does not take the necessary steps to resolve issues in a timely way or inform consumers about the actions they are taking.

These cases highlight the need for providers to consider not only their technical obligations but also how engagement with consumers can lead to better outcomes and prevent disputes from arising. This should include ways of providing consumers with appropriate, comprehensible and tailored information about whether products and services are suitable to their needs, how they will operate and any potential limitations to help manage consumer expectations.

Price changes cause concern

Tariff-related issues were a top complaint category this quarter (600), up 44% compared to last year (418). Complaints about gas and electricity price increases was a key driver (198), almost three times higher than the same quarter last year (71).

EWOV historically observes a higher volume of price increase complaints relating to electricity and gas around the start of the new financial year (1 July), when price changes occur and new tariffs are gazetted. Higher prices may reflect broader market conditions, with the St Vincent de Paul Tariff Tracker noting average electricity contracts increased 8% compared with July 2024, compared with the Victorian Default Offer (VDO) increase of 1%, while the average gas market offer increased by around 7% (St Vincent de Paul, Tariff Tracker, July 2025).

Our engagement with industry has also identified that some retailers recently took proactive action to switch consumers from outdated tariffs or legacy plans to the Victorian Default Offer for electricity or the standing offer for gas, to bring their prices into the current market range. While we welcome retailers taking such actions to lower prices for consumers, particularly ahead of regulated requirements coming into effect in 2026, retailers might consider additional actions to ensure consumers are aware of the impact and benefit of any changes, and any actions consumers could take to get a better offer. This could promote consumer trust in the market and prevent complaints from escalating to EWOV.

EWOV welcomes other instances of retailers going further than their regulated requirements to make it easier for consumers to engage with the market. Currently, retailers can offer new plans with the same name in best offer notices on energy bills. This can cause confusion, which is a key driver of many best offer complaints to EWOV, particularly over the winter period when consumers are looking closely at their bill and are more likely to see the notice. We welcome retailers providing additional information to clarify the best offer notice to reduce consumer confusion about the best offer. With changes to best offer requirements coming into effect in 2026, EWOV will continue monitoring complaints to ensure retailers are delivering on the intent of these changes.

Consumer stories

Poor customer service about meter reconfiguration delays

Ashwin* contacted EWOV about a meter reconfiguration delay. Ashwin told us he installed a new solar system about 6 months earlier, in November, but the meter had not yet been reconfigured for solar export. He had contacted the distributor multiple times but had not received any responses or updates which prompted him to contact us. He was seeking for the distributor to provide an update and complete the meter reconfiguration as soon as possible.

The distributor provided records of correspondence between Ashwin, the distributor and the installer between November and May to assist with the complaint. We reviewed this correspondence, which confirmed that the solar system was pre-approved for installation. After the referral, correspondence indicated several installation issues that contributed to the delay, including an initial paperwork error, later corrected, followed by telemetry faults and system availability issues causing the emergency backstop commissioning testing to fail. The distributor and installer also disagreed about whether there were issues with the inverter that were contributing to the issues with the commissioning tests and the delays. However, as installation issues fall outside of our jurisdiction, we could not assess what caused these issues and the subsequent impact.

EWOV’s technical review of the data confirmed the solar PV system was installed and operational in November, reducing Ashwin’s consumption from the grid. However, due to the installation issues, it was not configured for solar export until almost seven months after installation, when a solar feed-in tariff was applied in June. Based on the export data, it appeared that the maximum recorded export was less than 1 kW. We considered that this could be due to limited export, but also likely driven by seasonal factors and the eastern orientation of the solar panels, which can significantly reduce afternoon generation. The installation of CER (Consumer Energy Resources) products currently falls out of our jurisdiction, so we could not consider this factor as potentially contributing to financial loss. Based on Ashwin’s feed-in tariff, we assessed a financial loss of around $100 estimated for lost feed-in credits due to the delay.

We shared this review with both Ashwin and the distributor, who offered a $100 customer service gesture to Ashwin to resolve the complaint. However, Ashwin advised that while he accepted the compensation for the meter reconfiguration delays, he felt the offer did not reflect the poor customer service he received. The distributor offered an additional $150 in recognition of the poor customer service, which Ashwin accepted and the complaint was resolved.

*Names have been changed

Systemic issues

Systemic issue identification is a key function of EWOV’s that is built into the EWOV Charter. Responding to systemic issues is important for addressing underlying policies or approaches that are driving complaints and for assisting consumers who have not raised a complaint or dispute but may, nonetheless, have been impacted by a systemic issue.

In the 2024/2025 financial year, we finalised 13 systemic issue investigations that resulted in positive change. The positive change included improvements to policies, processes and/or approaches, system enhancements, upgrades to training, and consumer redress.

One systemic issue we have recently observed related to an energy retailer failing to include required information relating to the Victorian Default Offer (VDO) on the front page of its electricity bills.*

Retailers are required to include this for electricity bills under clause 63(bb) of the Energy Retail Code of Practice.

In response to our investigation, the retailer confirmed that between 1 July 2024 and 30 September 2025, it failed to include required references to the default offer on the bills of 26,028 consumers. The retailer’s actions were particularly concerning as the retailer confirmed that since 1 July 2025 its market offer rates for electricity had been higher than the VDO. In response to our investigation, the retailer confirmed that it had updated its bills to ensure relevant VDO information was included.

* Clause 63(bb) of Energy and Retail Code of Practice requires that for electricity bills, retailers must include clear and simple information expressed in plain language on how to access the Victorian default offer from the retailer displayed in a conspicuous manner on the front page of the bill.

Staff with Ombudsman at the Financial Counselling Victoria conference

Outreach and engagement

This quarter, the Ombudsman and members of the team were pleased to attend the Financial Counselling Victoria conference.

As the cost-of-living pressure continues to grow and the complexity of financial hardship evolves, the role of financial counsellors has never been more crucial. EWOV is a long-standing partner and supporter of the financial counselling sector and the valuable work that they do to support vulnerable consumers. We are proud to work closely with financial counsellors, particularly through our dedicated contact number and email for the sector which recognises the importance of ensuring financial counsellors can access us, when they need us.

Also this quarter, our Care Connect team delivered 29 events, presentations and sessions, reaching more than 2,000 Victorian consumers.

Highlights included connecting with rural and regional consumers in Moe and Morwell at the Latrobe Community Services Expo and Arabic speaking NDIS participants at the Hume Energy Bill Help with Hosana Community Centre. We also valued the chance to meet with elders and community from the Koling wada-ngal Aboriginal Corporation in person at the Wunggurrwil Dhurrung Centre in Wyndham Vale. Supported by the Victorian Aboriginal Child and Community Agency (VACCA) and IPC Health, we listened to their stories navigating energy and water issues and celebrated their self-advocacy in achieving fair outcomes, while also providing information about EWOV’s services.

We’re looking forward to more community events in the new year. To stay up to date with each month ahead, follow us on LinkedIn or Facebook.

Submissions and policy engagement


CER Taskforce: Redefining roles consultation (DCCEEW)

August 2025

The Department of Climate Change, Energy, the Environment and Water (DCCEEW) consulted on key roles and responsibilities, expectations and accountabilities of all parties involved in integrating Consumer Energy Resources (CER) across the National Energy Market.

In our submission, we welcomed the identification of Energy and Water Ombudsman schemes to undertake activities related to complaints and dispute resolution in the ‘capability, use case and role-actor assignment’ map. We suggested the taskforce consider how to make other key roles effective (such as appropriate enforcement powers for CER regulators) and the role of Ombudsman schemes in sharing insights to refine the framework as it evolves. 
Read our submission to the CER Taskforce - Redefining Roles.

CER Taskforce: Technical priorities consultation (DCCEEW)

September 2025

The DCCEEW consulted on a new technical regulatory framework and a proposed standard on interoperability. In our submission, we expressed broad support for the proposed technical regulatory framework, including the strong focus on a consumer-centric approach, and for the introduction of an interoperability standard. We highlighted the role of Ombudsman schemes in several functions in the framework, including interacting with the proposed regulator and providing dispute resolution in relation to technical issues with CER.

Read our submission to the CER Taskforce - Technical Priorities.

Better protections for life support customers (ESC)

September 2025

In this submission to the Essential Services Commission (ESC), we expressed support for changes to improve outcomes for consumers using life supports, focusing on gaps in processes around registration and deregistration of life support customers that can result in disconnection.

Read our submission on the Better Protections for Life Support Customers.

Victorian Energy Upgrades Ceiling Insulation activity consultation (DEECA)

August 2025

The Department of Energy, Environment and Climate Action (DEECA) consulted on the introduction of ceiling insulation into the Victorian Energy Upgrades program and additional requirements to install ceiling insulation.   

In our submission, EWOV suggested DEECA should introduce requirements for external dispute resolution for insulation installers and reiterated the range of benefits of leveraging EWOV as preferred, single external dispute resolution body for Victorian energy upgrade activities. 

Read our submission on the Victorian Energy Upgrades Ceiling Insulation activity.

Re-authorisation of the New Energy Tech Consumer Code (ACCC)

August 2025

In this joint submission to the Australian Competition and Consumer Commission (ACCC) with other Energy and Water Ombudsman schemes, we provided feedback on an application to re-authorise the New Energy Tech Consumer Code.

Our feedback on the application focused primarily on public detriment that may arise where consumers do not have equitable access to redress for complaints. 

Read our joint submission on the Re-authorisation of the New Energy Tech Consumer Code.

Glossary

Visit the Data Hub for a full glossary of terms.