The Energy and Water Ombudsman is an independent, impartial body that receives, investigates and resolves complaints about electricity, gas and water providers.

Our services are free and available to WA residential and small business consumers.

In this issue

• Annual Report 2024-25
• New consumer protections coming 
• Community engagement focus for 2025
• Survey finds more awareness needed
• Case study - disconnection delay

Annual Report 2024-25

In 2024-25, we received 1,603 complaints from energy and water customers, who mostly contacted us about high bills, billing errors, customer service concerns, and the reliability of their supply. 

Some notable changes in the nature of complaints stood out from the previous year:

• Water billing issues increased, reflecting new challenges for households. 
• Electricity complaints about supply and provision rose, with more people affected by planned and unplanned outages, and facing delays or costs when connecting to the network. 
• Gas billing complaints dropped by 20% compared to last year, but remain higher than historical averages.

Our role is to make sure electricity, gas and water providers hear these concerns and have the chance to put things right. Most complaints are resolved quickly by referring customers to their provider or escalating the issue to senior staff. For those that aren’t resolved, we step in to facilitate a resolution or conduct an investigation.

In 2024-25, our efforts led to a wide range of remedies for customers, including bill reductions and fee waivers to provide practical support for those facing hardship.

New consumer protections coming for thousands of electricity customers

In July 2025, the Western Australian Government announced that customers in embedded networks would be able to access the Energy and Water Ombudsman from 1 January 2027. Embedded networks includes customers in apartment buildings, shopping centres, retirement villages, and long-stay caravan parks. 

Some electricity customers do not currently have access to the same consumer protections as customers receiving electricity from a licensed electricity provider. Embedded networks and on-site power supply arrangements will be regulated through the Alternative Electricity Services registration framework. This will ensure electricity customers are afforded consistent rights, protections, and access to independent complaint resolution.

The scheme is expected to commence on 1 January 2027, and providers will be required to register with the Economic Regulation Authority and join the Energy and Water Ombudsman.

Through 2025, we have been engaging closely with Energy Policy WA and the Economic Regulation Authority to progress the implementation of these important consumer protections. Energy Policy WA will be conducting public consultation on the regulations and Code of Conduct for providers in 2026.   

Community engagement focus for 2025

This year, we have been around the State, engaging with the community and a wide range of organisations.

Our Regional Awareness and Accessibility Program took us to Bunbury, Busselton, Jigalong, Katanning, Kununurra, Margaret River, Newman, Wagin, Warmun and Wyndham. We teamed up with Ombudsman WA, Consumer Protection, Equal Opportunity Commission, Health and Disability Services Complaints Office and a range of other ombudsman services. This benefited the community and stakeholders by us all being in one place for information sessions and events like Consumer Protection's Community Connect days.

Around Perth, we connected with the community at a wide range of events: Harmony Day in Belmont, Let's Connect in Armadale, NAIDOC events in Armadale and Mirrabooka, the Financial Counsellors' Association of WA Conference, Pridefest Fairday and presentations to community organisations and groups.

To keep up to date with events we are attending and our regional visits, go to our News page. 

Survey finds more awareness is needed

Each year we send out a survey to over 600 community and consumer organisations.

We find that most organisations are aware of the Energy and Water Ombudsman (59% of survey responses). Many are not aware of us, but know about ombudsman services and would assume there is one for problems with electricity, gas and water complaints (31%).

In our October 2025 survey, we also found that most (88%) are not aware that we have a Facebook page.

Community and consumer organisations play a key role in helping people who are facing hardship, difficulties paying bills, or navigating services. Sharing information about our work gets the message out that when people have problems with their energy or water provider that they can't fix with them, we are here to help.

Case study

Disconnection delay leads to goodwill credit and support

A customer’s electricity account was closed and the retailer listed the property for disconnection. However, the property remained connected until over a year later. During this time, the occupant continued to receive electricity without being billed but was later issued a large catch-up bill.

The customer’s representative raised concerns with the retailer, highlighting the customer’s vulnerabilities, including health issues affecting their cognitive ability, limited literacy, and financial hardship. The retailer initially offered to waive a portion from the bill, but the representative remained dissatisfied due to the extended period of unbilled consumption and the customer’s inability to manage the debt. The representative contacted us. 

Our investigation revealed that the delay in disconnection was mainly due to a systems fault between the retailer and the distributor. Following extensive correspondence and data review, the distributor agreed to provide a substantial credit reducing the account balance. The retailer also committed to placing the customer on a plan to assist with ongoing consumption and financial management.

The complaint was resolved with both the retailer and distributor contributing to a goodwill credit and support arrangement, acknowledging the impact of the delayed disconnection had on the customer’s personal circumstances.

Find us on Facebook

Like and follow our page to stay up to date with news and our community engagement events, as well as consumer information about complaints to our office.

Subscribe to eNews

Please share this newsletter with your colleagues. You can subscribe and request brochures here.