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

• New Energy and Water Ombudsman appointed
• Investigations trend upwards
• Case study - large bills following estimated meter readings
• Engagement with Pilbara community in June
• Information in other languages

New Energy and Water Ombudsman appointed

Bevan Warner has been appointed as the Energy and Water Ombudsman for Western Australia, commencing 9 June 2025.

For the last seven years, Bevan has been the Chief Executive Officer of Launch Housing in Melbourne, a community housing organisation dedicated to ending homelessness. At the same time, he was director of a number of housing and homelessness organisations. Prior to this, Bevan was the Managing Director of Victoria Legal Aid from 2008 to 2018 and General Manager of Legal Aid WA for 11 years.

Investigations trending upwards last quarter

The Energy and Water Ombudsman handles an average of 1,700 complaints each year. Of these, approximately 10% proceed to an investigation by the Ombudsman.

In the January to March 2025 quarter, the number of complaints that have proceeded to an Ombudsman investigation increased 34% compared to the same period in 2024. This is mostly caused by fewer electricity complaints being resolved between customers and providers.

At the same time, overall complaints experienced a small decline compared to the year before.

High bills and supply issues continue to be the most common concerns raised in complaints. This is a common theme for the quarter, due to the hot weather resulting in more electricity and water usage causing higher consumption and putting a strain on the networks.

Case study - large bills following estimated meter readings

A customer received a large unexplained electricity bill, could a faulty meter be the cause?

A residential customer received a large electricity bill, which appeared much higher than previous bills. The customer complained to the Energy and Water Ombudsman, which escalated the complaint to a senior officer at the Retailer. The Retailer arranged a meter test with the Distributor, at no cost to the customer.

Find out if the meter was faulty or there was another reason for the high bill on our website:

Ombudsman to engage with Pilbara community in June

We will be visiting Newman in the Pilbara Region from 23 to 27 June 2025 as part of our Regional Awareness and Accessibility Program.

The visit includes events and meetings in collaboration with other complaint handling and consumer organisations.

The visit aligns with the Financial Counsellors’ Association of WA regional forum being held in Newman, which kicks off with outreach to the Jigalong Aboriginal Community on 24 June, followed by a panel session on 25 June. On Thursday 26 June, we will attend a Consumer Connect event hosted by Consumer Protection. 

On Friday 27 June, we are hosting a Lunch & Learn in Newman for community and government organisations. The free networking event is an opportunity for people who work with the community, particularly vulnerable people, to learn more about the services of:

• Ombudsman Western Australia
• Energy and Water Ombudsman
• Australian Financial Complaints Authority
• Consumer Protection WA
• Equal Opportunity Commission WA
• Australian Financial Security Authority

For more information and to register for the Ombudsman’s Lunch & Learn, go to: https://events.humanitix.com/lunch-and-learn-newman-supporting-consumers

Visit our News page for flyers and more information about this visit.

Information in other languages

The Energy and Water Ombudsman has information sheets in 19 different languages on our website.

The information sheet explains what you can complain to us about, how to complain, how we handle the complaint and the investigation process.

If you need printed copies of these information sheets, or any of our brochures, contact us at communications@ombudsman.wa.gov.au

Go to the Languages page on our website to download the information sheets.

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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.

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