How to complain to the energy ombudsman (EWON, EWOV, EWOSA, EWOQ)

To take an energy complaint to the ombudsman in Australia, first give your retailer (or distributor) a fair chance to fix it and get a complaint reference number. If it is not resolved, contact the free energy ombudsman for your state — EWON in New South Wales, EWOV in Victoria, EWOSA in South Australia or EWOQ in Queensland — online or by phone. The ombudsman will usually first refer your complaint back to a senior team at the business for a quick fix; if that fails, it investigates and can propose or decide an outcome that binds the business up to set limits. Disconnection and debt collection for the disputed amount are generally paused while the complaint is open. This guide sets out the process and how to prepare.

Before you go to the ombudsman

Step	Detail
Complain to the retailer	Say you are making a complaint; ask for a reference number
Ask for the outcome you want	Re-bill, refund, credit, payment plan, waiver of fees
Note dates and names	Each call, email and promise
Give time to respond	Retailers must have a complaints process with set response times
Keep paying undisputed amounts	Helps protect your account

Retailers are required under the national rules and Victorian code to handle complaints in line with a published complaints and dispute resolution procedure based on the Australian standard for complaints handling.

Which ombudsman

State	Ombudsman	Covers
NSW	Energy & Water Ombudsman NSW (EWON)	Electricity, gas, some water providers
Victoria	Energy and Water Ombudsman Victoria (EWOV)	Electricity, gas, water
South Australia	Energy and Water Ombudsman SA (EWOSA)	Electricity, gas, water
Queensland	Energy and Water Ombudsman Queensland (EWOQ)	Electricity, gas, some water

For Tasmania, Western Australia, the ACT and the Northern Territory, see the table in energy bill problems: where to get help.

What to prepare

Account and NMI or gas meter number
Copies of the disputed bills and the previous normal bills
Plan fact sheet, contract or welcome letter showing the agreed rates
Your complaint reference number and summary of the retailer's response
Meter photos with date (if a reading is disputed)
Any evidence of hardship, medical needs or life support registration

Write a short summary: what happened, what you have tried, and what outcome you want. Keep it factual.

How the process typically works

Lodge online or by phone. The ombudsman checks whether the complaint is within its jurisdiction.
Referral: many complaints are first referred to the business's specialist escalation team, which must contact you within a set time.
Investigation: if unresolved, an ombudsman officer gathers information from both sides.
Resolution: by agreement, conciliation, or a recommendation or binding decision.
Close: the ombudsman confirms the outcome. You can generally still go to court if you reject it; the business is bound if you accept.

Each scheme publishes its own process and timeframes on its website.

Typical outcomes

Complaint type	Possible outcomes
Wrong rates billed	Re-bill at correct rates; refund or credit
Estimated bill much too high	Re-bill on actual read; payment plan for any catch-up
Back-billing of undercharged amounts	Recovery limited where rules apply; payment plan
Wrongful disconnection	Reconnection; a set wrongful disconnection payment may apply under state rules
Missed hardship obligations	Hardship plan, fee waivers, debt arrangements
Unauthorised transfer	Return to previous retailer and plan; corrected bills
Service failures by distributor	Guaranteed service level payments may apply in some states

Outcomes depend on the facts, the rules that apply and the scheme's approach to fairness.

Worked example: a disputed estimated bill

Illustrative only. A household's usual quarterly bill is about $450. A new bill for $1,180 arrives, marked "E" (estimated), after the meter reader could not access the meter.

The household photographs the meter showing a reading 1,500 kWh lower than the estimate.
They call the retailer, send the photo and ask for a re-bill. The retailer says it will wait for the next scheduled read.
They lodge a formal complaint and get a reference number. After 10 days with no re-bill, they contact the ombudsman with the photo, bills and reference.
The ombudsman refers the complaint to the retailer's escalation team, which re-bills on the customer's reading: 1,500 × $0.33 (illustrative) = $495 removed, new bill $685, with a payment plan for the extra over the usual amount.

See estimated bills and back-billing for the rules behind this.

Tips that help

One clear request beats a long list of grievances.
Keep emails rather than relying on phone calls.
If you are struggling to pay, say so early; hardship obligations apply regardless of the complaint. See hardship and payment plans.
Ask an interpreter service (TIS National 131 450) or a support person to help if needed.

FAQ

Is there a time limit to complain?

Schemes generally expect complaints to be raised within a reasonable time of the problem arising. Check your ombudsman's jurisdiction rules if the issue is old.

Can the ombudsman award compensation?

Ombudsman schemes can resolve financial loss within limits and order corrections and credits. They are not a court for large damages claims.

Can a small business complain?

Yes, small business energy customers are generally covered, within limits.

Will complaining affect my account?

Retailers must not treat you unfairly for complaining. Debt collection for the disputed amount is generally paused while the ombudsman handles it.

Sources

Energy & Water Ombudsman NSW — how to lodge a complaint
Energy and Water Ombudsman Victoria — complaint process
Energy and Water Ombudsman SA — complaint process
Energy and Water Ombudsman Queensland — complaint process
Australian Energy Regulator — retailer complaint handling obligations