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The Ombudsman's view

Catherine Wolthuizen

The April to June quarter was a significant one for EWOV, marked by an important milestone in our dispute resolution role, a sharp increase in complaints, as well as the introduction of strengthened consumer protections. 

This June, I was pleased to issue EWOV’s first binding decision in 23 years. This is the final stage in our case handling process if the consumer and provider cannot resolve the case by agreement. The case was about electrical property damage caused by an unauthorised voltage variation event (where electricity supplied to a consumer’s property went above the safe limits set by the Electricity Distribution Code of Practice).

The decision assessed the consumer’s claims under the Code and determined the consumer was entitled to just over $15,000 for financial loss, so he was left ‘no worse off’ (to read the full details of the case, see the decision on our website).

While nearly all of our complaints are resolved without the need for a binding decision, this power plays an important role in maintaining confidence in energy and water markets. It brings certainty to an individual complaint, while providing guidance to the market about our fair and reasonable expectations. This is particularly important where there may be different views about the law, codes or good industry practice.  

The demand for our services also continues to increase. We had a 23% increase in total cases across the 2025-2026 financial year compared to the previous year, with 23,957 cases received. In this latest quarter alone, EWOV saw a 47% increase in caseload compared to the same period last year – marking a very clear departure from what is usually a quieter period. Water complaints remain a key driver of this increase. We saw a 65% growth in cases from one water provider this quarter compared with the same quarter last year driven by backbilling and delayed billing issues, highlighting the significant consumer impact that can occur when billing systems fail.   

This quarter we’ve seen further growth in energy-related complaints about credit collection issues. Concerningly, disconnection-related cases doubled, debt collections were up 58% and payment difficulty cases were up 28% compared with the same quarter last year. We know consumers are sensitive to rising costs in a context of a broader affordability challenge, but we’re also aware some providers have recently changed their approach to credit and debt collection which is contributing to this increase in credit complaints. While providers can take steps to recover outstanding debt, it is critical consumers experiencing payment difficulty are met with meaningful support and clear pathways to stay connected to essential services. 

We are also seeing a growing number of complaints that cannot be resolved earlier through our referral process and require formal investigation. Investigations this quarter nearly doubled compared with the same time last year, driven in large part by high bills and disconnection related complaints. This suggests growing complexity in the issues bring brought to EWOV.

Complaints relating to solar, home batteries and other consumer energy resources (CER) are up 39% compared with the same quarter last year. In its recent market inquiry report, the Australian Competition and Consumer Commission (ACCC) found consumers still face significant risks when installing CER. The ACCC proposed reforms such as expanding energy ombudsman scheme jurisdiction to ensure customers have access to external dispute resolution for CER, introducing a mandatory code for battery sellers accessing Cheaper Home Batteries Program subsidies, and establishing an overarching consumer duty supported by specific protections for new energy services. We welcome these proposed reforms that would reduce harm, build trust and help consumers participate confidently in the energy transition.

With continued growth in cases and new jurisdiction opportunities, I’m proud to share we’ve developed a new five-year strategy for EWOV that will set us up for measurable success. To support the implementation of the strategy, we’ve refreshed our organisational structure. This includes some changes to executive leadership portfolios and a shift to specialist dispute resolution teams to better deliver efficient and consistent outcomes. Our strategy prioritises strengthening our ability to respond to increasing complaint volumes, supporting consumers and providers through more complex disputes, and continuing to use our case insights to improve outcomes across the energy and water sectors. I look forward to sharing the strategy with you in the coming months. 

The big picture

  • EWOV received 23,957 cases this financial year, a 23% increase on the previous year (19,529).  

  • We received 6,239 cases this quarter – up 47% from the same quarter last year (4,247) reflecting a significant increase in our caseload during our usually quietest quarter. 

  • The volume of investigations (830) continues to increase, up 98% this quarter compared to the same period last year (420) and up 20% compared with the previous quarter (692).  

  • Water cases (1,512) continue to be a key contributor to our higher case volumes, up 48% compared to the same quarter last year (1023).  

    • This increase in caseload predominantly relates to the billing issues with Greater Western Water, accounting for 73% of all water cases.  

    • The top water issues were backbills (281) - which increased sixfold increase compared with the same quarter last year (40) - high bills (264) and billing delays (195).  

  • Electricity cases (2,983) were up 47% compared to the same quarter last year (2,033). 

    • Top issues relating to electricity complaints included billing errors (311), existing connections issues (276), while disconnections nearly doubled compared with the same quarter last year (140 up from 74).  

  • Gas cases (1667) were up 44% compared to the same quarter last year (1157). 

    • Top issues relating to gas complaints included high bills (292), billing errors (179), while disconnections more than doubled compared with the same quarter last year (110 up from 51).

Issues watch

Growing credit and collections concerns

EWOV has observed a growing number of complaints relating to credit and collections activity over the last few quarters. Payment difficulty related cases increased 27% for the quarter compared to the same period last year (up from 288 to 367 cases) while cases relating to collections have increased 38% for the quarter compared to the same period last year (from 142 to 196 cases). We also saw a significant growth in the number of disconnection related cases, which have doubled this quarter compared with the same period last year (258 up from 128).   

Through our engagement with providers, EWOV understands these trends may in part reflect a changing approach to credit and collection related activities, after an extended period of reduced collections activity.   

This changing approach coincides with an ongoing, growing affordability challenge as prices rise across many everyday consumer goods, including energy. The Australian Competition and Consumer Commission (ACCC) found the federal Energy Bill Relief Fund helped consumers by keeping their bills lower than what they would have otherwise been over that year, reducing the median bill across the National Energy Market by 24% (Inquiry into the National Electricity Market, June 2026). However, in December 2025, the Energy Bill Relief Fund program came to a close, resulting in higher out-of-pocket costs for consumers. In this report, the ACCC shared that it considers, in the context of ongoing cost of living issues, it is likely more customers will face financial difficulties in the future.

Providers will need to ensure they are meeting new and forthcoming obligations to support consumers experiencing payment difficulty, including the increased disconnection threshold value, requirements to proactively ensure consumers have access to their concession entitlements and to automatically switch consumers experiencing payment difficulty to their best offer. Where a consumer has been disconnected due to payment difficulties, we ask that providers act fairly, give full consideration to a consumer’s circumstances and recognise consumers’ right to reconnect.  

Consumer stories

Consumer disconnected after arrears accrue

Simon* called EWOV with a complaint about the disconnection of his electricity. Simon had accrued arrears of approximately $750 which had been outstanding for two months. Simon explained he had fallen behind with his bills but was unable to pay the amount in full as requested by his provider and his electricity was subsequently disconnected. Simon had contacted his provider to reconnect his power, however he was advised to make full payment in order to reconnect supply. Simon advised EWOV he had not been offered a payment plan or hardship assistance by his provider at this stage. After Simon raised a complaint with EWOV, the power was reconnected that same day.  

EWOV assessed whether or not the provider had followed correct processes and met their obligations in disconnecting the consumer’s electricity, to determine if a wrongful disconnection payment was applicable. The assessment found that the provider met the minimum legal standards prior to disconnecting the consumer’s electricity supply, so this payment was not applicable.

As part of the conciliation process, the provider spoke with Simon, reviewed both his electricity and gas plans and identified cheaper rates for both services. Simon agreed to switch to these cheaper offers. The provider also established payment arrangements where the consumer agreed to pay a weekly amount to cover ongoing usage and repay his outstanding electricity arrears over a year and repay his gas arrears over two years. Simon and provider accepted these terms and the case was resolved. 

*Names have been changed for privacy purposes. 

Small business backbill caused by billing system error

Gareth* contacted EWOV with a complaint about a delayed bill and large backbill for his small business – a bed and breakfast on his property. He had not received a bill for approximately 22 months, which resulted in undercharged arrears of more than $21,000.  

Gareth contacted his provider about the large backbill and told EWOV that the provider had acknowledged a fault in its billing system caused the delay. Despite this, the provider had not offered any adjustment to the outstanding arrears. Gareth explained that, because he had not been billed during this period, he had been unable to monitor and reduce his usage. He also questioned whether he had been placed on the best available offer. 

Through EWOV’s investigation, the provider confirmed the billing delay and subsequent backbill were caused by an internal billing system error. However, the provider considered it had billed in accordance with the Energy Retail Code of Practice, which does not require out-of-code adjustments for usage above 40MWh. The provider advised EWOV that Gareth’s business had used approximately 42MWh per year during the unbilled period, meaning the provision which limits backbilling to 4 months of undercharge did not apply. The provider also found Gareth was on a standing offer, rather than a lower cost market offer. 

To resolve the case, the provider backdated Gareth’s bill with more competitive rates which reduced his arrears by approximately $900. The provider also offered a goodwill gesture of approximately $5,000 against the backbill and subsequent arrears that had accrued, on the basis that the consumer pay the outstanding amount in full (rather than via payment plan). The consumer and provider accepted and the case was resolved.  

*Names have been changed for privacy purposes. 

Systemic issues

A recent EWOV systemic issue investigation identified instances where an energy provider sought upfront payments from consumers to reconnect their supply. For consumers experiencing payment difficulty, this can create a significant barrier to restoring an essential service. This approach may also increase financial stress for the consumer – at a time when clear, practical support is needed most.

In our investigation, EWOV found the retailer had adopted a standardised approach where consumers had to make large upfront payments to be reconnected, after disconnection for non-payment. We considered the retailer had not appropriately considered the circumstances of individual consumers, had not provided consumers with clear and unambiguous advice about available payment difficulty assistance, and had not supported consumers to access relevant payment difficulty assistance.

We made recommendations about the provider’s approach to reconnection after disconnection for non-payment, including:   

  • The retailer should ensure there is no standard requirement for customers to make upfront payments to reconnect after disconnection.      

  • The retailer should appropriately consider the individual circumstances of consumers and support them to access relevant payment difficulty assistance.

We welcome the Essential Services Commission’s recent initiative to remind consumers about their rights to reconnection, while also providing practical guidance to the energy industry about regulatory expectations.  

Outreach and engagement

Between April and June 2026, the Care Connect team delivered 23 outreach events, presentations and community engagement sessions, reaching approximately 1,275 Victorian consumers and raising 111 Referrals. 

Law Week outreach in Bendigo and Castlemaine 

As part of Law Week, EWOV partnered with the Victorian Law Foundation, Telecommunications Industry Ombudsman (TIO) and Victorian Ombudsman (VO) to engage with diverse community groups in Bendigo and Castlemaine. Activities focused on supporting young people to better understand their rights and protections when renting for the first time, while also empowering seniors to use effective complaint making as a tool for driving broader positive change.  

In partnership with financial counsellors, we participated in Bendigo Family and Financial Services first Bring Your Bills In Day alongside the local water authority and four other member organisations to provide in person support and assistance for energy and water issues. 

 

Ombudsman Roadshow in Euroa, Seymour and Wangaratta 

We hit the road again alongside the TIO and VO, visiting Euroa, Seymour and Wangaratta. The roadshow focused on connecting with regional communities, listening to local experiences, and ensuring community members feel understood, supported and confident in seeking assistance. As an accessible and independent dispute resolution service, EWOV provided support to consumers experiencing energy and water issues, including challenges intensified by recent bushfires.  

These outreach events in rural and regional Victoria help to strengthen EWOV’s relationships with regional communities, build awareness and trust in our services, and reinforce our commitment to ensuring all Victorians can access independent support wherever they live. 

To find upcoming events, 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

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

June 2026 

In our joint ombudsman submission on the re-authorisation of the NETCC, we noted the potential for public detriment that may arise where consumers do not have equitable access to redress for complaints. We maintained our position that a mandatory obligation in the Code for providers of Consumer Energy Resources to be members of energy ombudsman offices was preferable. 

Read our submission online  

Embedded Network Review (DEECA) 

July 2026  

In our submission to the Department of Energy, Environment and Climate Action (DEECA), EWOV highlighted evidence that consumers in embedded networks remain exposed to harms arising from monopoly supply arrangements and uneven access to key consumer protections, particularly where consumers are provided centralised or bundled services. We recommended reforms to improve access to protections and to ensure fairer prices for embedded network consumers. 

Read our submission online 

Review of regulatory approach to small business energy customers (DEECA) 

August 2026 

In our submission to DEECA, we supported the proposal to increase the annual consumption threshold definition for small businesses from 40MWh to 100MWh, to improve access to billing protections and external dispute resolution. Our service is available to Victorian businesses, and the submission provides insights from relevant complaints.  

Read our submission online

Review of the Essential Services Commission Act (DTF) 

August 2026 

In our submission to the Department of Treasury and Finance (DTF), EWOV shared insights that illustrate rapidly evolving energy and water markets, driven by the energy transition, technological change, and evolving consumer needs and expectations. We highlighted potential focus areas to ensure the ESC’s powers, functions and tools remain fit for purpose and responsive to emerging risks into the future.

Read our submission online