The Energy & Water Ombudsman NSW (EWON) provides an independent way of resolving customer complaints about all electricity and gas suppliers in New South Wales and some water suppliers. The focus of the scheme is on domestic and small business customers.

 

The Ombudsman is independent and able to make decisions without any interference, based on what is fair and reasonable.

 

The service is free for consumers.

 

EWON can be contacted by calling 1800 246 545 (free call) or by visiting their website www.ewon.com.au.

 

How do I make a complaint to the Ombudsman?

1. You should speak with Country Energy first to try and resolve the complaint.
2. If, after giving us the opportunity to resolve the situation, you are still not satisfied you may choose to contact the Energy & Water Ombudsman NSW (EWON).
3. If you have not allowed us to address the complaint, the Ombudsman may refer you back to us.
4. EWON will contact us and request information about the issue.
5. EWON will assess the information provided by you and Country Energy, and identify the issues in dispute. EWON will promote the speedy resolution of the dispute.
6. If you and Country Energy are unable to reach an agreement with the assistance given, the Ombudsman may make a determination. In this case, the Ombudsman will make a decision about what happened and make an order to which Country Energy is bound. However, if you do not accept the decision, you may pursue other options (e.g. take the case to court).

What if I do not live in NSW?

For customers that live outside of NSW you can contact your relevant ombudsman via the below websites.

• Energy Industry Ombudsman South Australia
• Energy Ombudsman Queensland
• Energy & Water Ombudsman Victoria