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The Ombudsman's view

Catherine Wolthuizen

It has been a difficult start to the year for many Victorians after catastrophic fires devastated regional communities and flash flooding along the Great Ocean Road caused turmoil for holiday makers. Thousands of consumers lost power during the fires in January while hundreds lost their homes.

Many providers have gone above and beyond to support their customers, and we encourage them to continue to show empathy and understanding as communities shift to recovery. You can find information on the different support available for consumers on our January 2026 bushfire significant incident webpage.

Water complaints drove up our caseload this quarter, with a 74% increase across all providers when compared to the same quarter last year. Of the water cases, more than half were related to Greater Western Water. We received a 92% increase in Greater Western Water complaints this quarter compared to the same quarter in the previous year. When those complaints are excluded, we still experienced a 52% increase in complaints from water providers. We also saw a 23% growth in electricity and gas cases compared the same quarter in the previous year, so complaints increased about providers across the board – leading to an overall increase of 29% compared to the same time last year. We will be watching closely to see if this trend continues into 2026.

More broadly, our case insights continue to show the impact of affordability pressures. We’re seeing an increase in cases about debt, including consumers having difficulty accessing support and, most concerningly, disconnection cases. In the last quarter we saw continued growth in investigations, of which most were for electricity and gas cases. Investigations increased 45% compared with the same quarter in the previous year and were up 24% compared to the previous quarter. We investigated cases such as high bill complaints and disconnections – highlighting a continued pressure on household affordability. The new calendar year also brings an end to the Commonwealth’s Energy Bill Relief Fund, which we expect to exacerbate affordability challenges for some consumers. Given this, it is essential that retailers ensure they are offering consumers all required and appropriate assistance.

In November last year, the Essential Services Commission (ESC) took action against an energy retailer ENGIE for failing to effectively respond to customer complaints about billing issues. This followed EWOV’s referral of ENGIE to the Commission because we identified serious systemic issues affecting its gas and electricity customers across Victoria. EWOV recorded a dramatic increase in complaints about ENGIE from as far back as April 2024. Our investigations found that ENGIE’s complaint-handling practices were of serious concern – for example, it failed to respond and resolve complaints in the manner and timeframes required. We also identified that ENGIE was not taking sufficient action to address the root cause of consumers’ complaints.

We welcome the ESC’s action and consider the investigation of these issues reinforces the critical role of independent complaint handling in protecting consumers and maintaining trust in the energy market.

Following the announcement of the Cheaper Home Batteries Program in 2025, we are receiving an increasing number of cases about home batteries and solar panel installations. Some cases reflect issues with battery installation, configuration and initial operation. We have also seen a larger number of complaints about battery sellers and installers – which sit outside our current jurisdiction. The growth in these complaint types highlights the importance of progressing reforms that ensure crucial consumer protections in emerging markets for products, such as rooftop solar and home batteries.

From 1 February 2026, energy retailers were required to include EWOV’s contact details on the front page of all bills. This new rule brings billing information requirements in line with other States and helps to ensure more energy consumers know we’re here to help. This reform does not replace providers as the first point of contact for dispute resolution. We expect businesses to ensure they engage effectively with consumers to avoid disputes and have robust internal dispute resolution in place to prevent escalations to EWOV.

The big picture

  • We received 5,577 cases this quarter – up 29% from the same quarter last year (4,310), reflecting the highest quarterly case volume for the same quarter (FYQ2) in the last 5 years.
  • The volume of investigations (813) continues to increase, up 45% this quarter compared to the same period last year (559) and up 24% compared with the previous quarter (645).
  • Water cases (1,033) continue to be a key contributor to our higher case volumes, up 74% compared to the same quarter last year (595).
    • The top water issues were billing delays (210), high bills (165) and billing errors (145), predominantly related to the billing issues with Greater Western Water.
  • Electricity cases (2,534) were up 25% compared to last year (2,029).
    • Cases involving issues with the consumers’ existing connection to the electricity network were up (247), as were tariff issues (246) and disconnections (115).
  • Gas cases (1966) were up 20% compared to last year (1636).
    • Billing errors (223) were up 45% compared with the previous quarter (153), while tariff issues (79) remained a key driver of case volumes.

Issues watch

Growing affordability challenge

Our cases reflect growing cost of living pressures for consumers. We have observed a rising number of cases relating to affordability issues, including an increase in disconnections.

Payment difficulty cases remained a top issue for the quarter (369) and increased 36% from the same quarter last year (271). These cases included difficulties accessing and correctly applying entitlements, such as the Utility Relief Grant (see Sophia’s story below), as well as difficulties setting payment plans on existing arrears. We also recorded a 29% increase in the number of disconnection cases from the most recent quarter (191) compared with the same quarter last year (148), which reflects both more consumers facing payment difficulties more broadly and retailers increasing their credit and disconnections activities.

Similarly, the Essential Service Commission’s most recent Energy Market Dashboard data (July-September quarter) also indicates growing affordability challenges. For electricity customers alone, the dashboard recorded the highest number of Utility Relief Grant applications in the last five years (42,330). This is a near record number of consumers accessing tailored assistance (88,486) with average arrears at record levels ($1,184), and the highest number of residential disconnections for non-payment in a quarter (4,213) since 2021-22.

With the end of the Energy Bill Relief Fund in January 2026, we unfortunately anticipate growing challenges for consumers in the year ahead.

However, consumers can also look forward to key reforms to existing protections that will help to ensure they remain connected. Under the current rules, consumers can be disconnected where they have accrued arrears of more than $300. From October 2026, this disconnection threshold will increase to $1000. This helps to ensure those facing difficulty with paying a single quarterly bill are not at risk of disconnection.

Rising prices and legacy tariffs

Consumers across multiple retailers made complaints to EWOV about large price increases, reporting that their retail tariff had increased from a competitive market rate up to – or even above – the Victorian Default Offer (VDO).

Driving up our caseload in the October to December quarter were these complaints about high bills, billing errors and tariff-related issues. Compared to the same quarter in the previous year, high bill complaints (999) were up 20% compared to last year (832), billing errors (603) increased 50% compared to last year (403), and tariff-related issues (329) increased 88% compared to last year (175). Complaints were supported by multiple customers providing EWOV with their bills and rate increase notifications, showing how they’d have significant savings if they switched to the best available offer.

Issues like these indicate the affordability challenge facing consumers.

Reforms coming into effect in Victoria this July will require retailers to periodically review the plans of consumers on legacy tariffs and consider if they are paying a “reasonable price”. If a retailer identifies a consumer paying a rate higher than a “reasonable price”, the retailer is required to switch the consumer to a cheaper plan or lower the tariff on that plan. This reform applies to both electricity and gas contracts. It will help to ensure the prices consumers pay are considered when retailers engage with consumers about high bills or payment difficulty.

Growing battery-related complaints

Since the introduction of the Commonwealth Cheaper Home Battery Program, EWOV has seen a growing number of cases where at least part of the complaint relates to the sale, installation and operation of a new home battery. Between October and December, EWOV recorded 252 solar cases a 23% increase compared to the same quarter in the previous year (205).

While battery sale and installation complaints often sit outside of EWOV’s jurisdiction, we have seen rising cases across different issue categories that indicate the flow-on effect of the significant uptake of this program. For example, we have noticed an increase in complaints relating to transfer and customer service, which may be due to the sudden influx of new customers with a battery combined with the increased complexity of integrating this new technology into retailer systems.

Consumer stories

Consumer receives confusing information about the Utility Relief Grant

Sophia* contacted EWOV about an issue with the Utility Relief Grant. She told us she had contacted her gas retailer for help to apply for the grant multiple times but had received inconsistent information about whether she was qualified for it.

Based on the account information provided by the retailer, we found that Sophia owed around $500 and was eligible to apply for the remaining $300 through the grant.

We reviewed the information provided by the retailer and found that it refused over multiple calls and emails to allow Sophia to apply for the grant. The retailer stated that Sophia did not qualify as it had not been two years since the last time she applied. This was based on the retailer’s incorrect understanding of the two-year window, which Sophia had tried to explain to the retailer’s staff member.

The retailer offered to provide a credit of $100 as this was equal to the amount owing at the time Sophia had first contacted it to apply for the grant, in recognition of the missed opportunity for the retailer to provide assistance. It also committed to helping Sophia to apply for the remaining amount.

While Sophia accepted this offer, she also requested that the retailer educate its staff on the Utility Relief Grant to ensure they provide the correct information to consumers and to prevent other consumers from experiencing the stress she had experienced. We passed on this feedback to the retailer. Each were satisfied with the resolution, so we closed the complaint.

*Name changed for privacy purposes.

Consumer paying high rates on a legacy tariff

Dylan* called EWOV on behalf of Lily* who had a complaint about a high tariff. He had recently switched Lily to a cheaper offer with the same retailer, but questioned why the retailer had not proactively moved Lily to a cheaper plan given she was a long-term customer.

Dylan complained that Lily’s latest quarterly bill was approximately $700, which reflected high rates – well above the Victorian Default Offer benchmark. In response, the retailer offered a $100 credit as a service gesture and assured him that Lily had not been overcharged.

When EWOV referred the case to the retailer, it explained that the bill was higher due to a missed pay-on-time discount. Had the bill been paid on time it would be approximately $400.

The retailer acknowledged that Lily had been on the same plan since 2019, which had high undiscounted rates (Peak: $1.04 p/kWh, Off-peak: 57c p/kWh), even though it included a large 46% discount. Dylan asked the retailer to conduct a bill investigation and consider backdating the newly selected plan to 2023 with a view to refund Lily if the investigation uncovered overcharging.

The retailer investigated Lily’s bills and found that she wasn’t receiving her pensioner concession because the eligibility checks had failed validation. However, the retailer concluded that it had otherwise complied with regulatory requirements, even though it acknowledged the rate Lily was charged was higher than the default offer benchmark (even after applying the pay-on-time discount). The retailed considered this was fine because market offers can exceed the default offer.

The retailer told EWOV that it performs regular “health checks” on customer accounts which include ensuring “best offer” information is on bills, in line with regulatory requirements. The most recent best offer notifications showed that Lily could save approximately $1,400 each year if she had switched to the best available offer.

The retailer highlighted that it was unable to change a customer’s plan without their explicit informed consent, which limits it from proactively changing plans in the interest of its customers without a customer initiating it. The retailer concluded Lily was not overcharged.

To achieve an outcome, the retailer offered an apology for the inconvenience caused and a goodwill credit of $500. Dylan agreed on behalf of Lily and the complaint was closed.

Systemic issues

We recently finalised a systemic issue investigation on an energy retailer’s approach to changing the payment plan amounts for consumers who were in arrears and receiving payment difficulty assistance.

The retailer’s approach was to independently increase consumers’ payment plan amounts so that consumers would pay off their entire outstanding balance within the period of the payment plan. The retailer did not obtain the consumer’s consent to change the payment amounts and did not discuss the new amounts with the consumers before enacting changes.

Through our investigation we learnt that thousands of consumers were impacted, including people who were experiencing vulnerability and people who were using Centrepay for their payment plans.

We determined that the retailer’s approach was a systemic issue because:

  • it was inconsistent with the retailer’s obligations under the Energy Retail Code of Practice, and
  • it had the potential to cause harm to consumers. We were particularly concerned that this was making it harder for consumers to identify relevant information or to raise their concerns with the retailer – including flagging that they did not have the capacity to pay the higher payment plan amounts.

We recommended that the retailer should change its approach. When the retailer considers that it’s relevant to change a payment plan amount, we suggested that the retailer adopt an approach where it engages with consumers first and encourages the consumers to make their own payment proposal. If consumers do not make a revised proposal, we recommended that the retailer not change payment plan amounts.

In response to our investigation, the retailer agreed to adopt our recommendation and has now confirmed that it has successfully implemented the new approach.

Outreach in Bellfield

Outreach and engagement

From November to December 2025, our Care Connect team delivered 10 outreach events, presentations and community sessions, which reached approximately 2,000 Victorian consumers.

Highlights included our participation in Djirra’s ‘16 Days of ACTIVEism Festival’, which supports activism against gender-based violence and celebrates the strength of Aboriginal women. This was a meaningful opportunity for our organisation to stand against the devastating impacts of gendered violence on women and children.

For their Community Giving Day, our team also attended Welcome West Wagon, which is a grassroots not-for-profit helping people of asylum seeker backgrounds in the west of Melbourne. Having a day to volunteer is an initiative that strongly reflects EWOV’s commitment to giving back to communities and living our values. In the lead-up to attending, our team organised a toy drive among EWOV employees, donating soccer balls and toys to bring joy to families in need. On the day, we wrapped gifts and sorted over 500kg of donated clothing, linen and kitchenware for households in need. Importantly, this event also marked the beginning of a valued partnership between EWOV and the Welcome West Wagon, who are now one of our No Wrong Door Referral Partners.

To stay up to date with Care Connect events in the month ahead, follow us on LinkedIn or Facebook, or check our webpage where you can also contact us about supporting the community with a presentation, event attendance or printed EWOV material.

Submissions and policy engagement


Proposed billing exception approval for Greater Western Water (ESC)

October 2025

The Essential Services Commission (ESC) consulted on their proposed billing exception for Greater Western Water.

In our submission EWOV provided feedback highlighting how the proposed billing exception will impact EWOV and related consumer complaints against GWW. Our submission outlined our support for an approach that is clear, practical, achievable and fair to both GWW and consumers.

Read our submission on the proposed billing exception approval for Greater Western Water.

Victorian Access Regime (VicGrid)

November 2025

The Department of Energy, Environment and Climate Action consulted on the draft Community Engagement and Social Value Guidelines for Renewable Energy and Transmission Projects as part of the Victorian Access Regime.

Our submission focused on the opportunity to effectively embed external dispute resolution within the guidelines to help establish social licence and maintain effective on-going operation of significant renewable energy projects.

Read our submission on the Victorian Access Regime.

Inquiry into Electricity Supply for Electric Vehicles (Parliament of Victoria)

December 2025

In our submission to the Victorian Legislative Council - Economy and Infrastructure Committee’s inquiry, EWOV outlined how effective consumer protections are a key strategy to help facilitate the take-up of electric vehicle ownership.

We were pleased to appear at the Parliamentary Inquiry hearing on 13 February 2026, providing further evidence and information in support of external dispute resolution for electric vehicles.

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

Strengthening the Prohibiting Energy Market Misconduct provisions in the Competition and Consumer Act 2010 (DCCEEW)

February 2026

In our submission on the Prohibiting Energy Market Misconduct (PEMM) provisions, we supported DCCEEW’s proposal to revise provisions to protect consumers from unreasonable price increases and to design reforms to ensure consistency across jurisdictions for consumers and industry.

Read our submission on Strengthening the PEMM provisions in the Competition and Consumer Act 2010.

The pricing review: Electricity pricing for a consumer-driven future (AEMC)

February 2026

In response to the Australian Energy Market Commission’s (AEMO) draft recommendations for reforms to network pricing, our submission outlined EWOV’s support for key policy ideas, such as simplifying naming requirements for retail tariffs and supporting the need for effective comparison tools to help consumers navigate increasingly complex tariffs.

Read our submission on the Pricing review: Electricity pricing for a consumer-driven future.

Draft - Getting to fair: Advancing equity strategy (ESC)

February 2026

In our submission to the Essential Services Commission (ESC) we supported work to reduce barriers to essential services for consumers experiencing vulnerability.

Read our submission on the draft Getting to fair: Advancing equity strategy.

Glossary

Visit the Data Hub for a full glossary of terms.