eNEWS

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 can be accessed by residential and small business consumers in Western Australia.

In this issue

• Customer Representative Director vacancy
• Complaints update
• Stakeholder survey
• Regional visits

Customer Representative Director vacancy

The Energy and Water Ombudsman has a board that includes an independent chairperson, three directors representing customer interests, and three directors representing the electricity, gas and water industries.  

In November 2024, two Customer Representative Director positions will open up. We’re actively seeking candidates with governance experience in small-scale organisations, prior directorship roles, and expertise in dispute resolution or consumer advocacy.

You can find more information on the WA Government Jobs Board at the link below. 

Complaints update

Complaints to the Energy and Water Ombudsman increased 11% in 2023-24 compared to the year before.

The largest increase was seen in the gas sector, with complaints about gas providers more than 60% higher than the previous year. The main reasons for the increase in gas complaints were complaints about billing errors and reduced customer service.

Water complaints were 27% higher than the previous year, driven by high bill complaints.

Electricity complaints reduced by 4%.

Overall in 2023-24, 56% of complaints were about electricity, 20% about gas and 24% about water services.

Detailed information will be published in our Annual Report in November.

Stakeholder survey

The Energy and Water Ombudsman will soon distribute a survey to consumer and community organisations. The survey aims to enhance our services to the community.

Consumer and community organisations are key stakeholders for the Energy and Water Ombudsman. They play a crucial role helping people who might have problems with their utility bills or accounts, or provide services to people in times of hardship. One of our key community engagement strategies is helping organisations understand where our services can assist the community.

Please keep an eye on your inbox for the upcoming survey!

Regional visits

The Energy and Water Ombudsman recently visited Geraldton and Mullewa from 12 to 19 May 2024, joining the office of the Western Australian Ombudsman and other complaint handling agencies.

During this visit, we held drop-in sessions for people to discuss complaints, met with the Aboriginal community and service providers, conducted workshops and information sessions, and visited community organisations.

Our next regional visit will be to Kalgoorlie from 12 to 15 August 2024. Stay tuned for more information on the News page of our website and on Facebook!

Find us on Facebook

The Energy and Water Ombudsman is now 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.