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 shows complaint increase
• Case study - high water bill
• December visit to the Great Southern
• Stakeholder survey results
• New Directors elected 

Annual Report shows complaint increase

In 2023-24, we received 1,583 complaints, an 11% increase on the previous year. There were 890 complaints about electricity, 308 about gas and 385 about water services.

Most complaints involved concerns about billing (47%), customer service (14%) and the supply of electricity, gas and water services (12%).

Effective relationships with key stakeholders and access to our services was maintained through:

• Continuous liaison and communication with Scheme Members, regulators and industry-based ombudsmen; and
• Ensuring ongoing awareness of, and access to, our services for residential and small business customers, and community groups who may represent them.
  
  Highlights include:
  
  • A visit to Carnarvon in the Gascoyne Region;
  • A visit to Esperance in the Goldfields-Esperance Region;
  • A visit to Geraldton and Mullewa in the Mid West Region; and
  • An information stall at Wagin Woolorama agricultural show and at other events.

Read more in our Annual Report 2023-24 at the link below.

Case study - high water bill

Pensioner receives financial assistance for water leak following Ombudsman investigation

A pensioner renting a property received a high water bill and high water usage notification from their Water Provider. The property owner arranged the repair to an underground water leak and submitted a leak allowance application to the Water Provider on behalf of the tenant. The Water Provider declined the leak allowance based on the terms of its water utilities leak policy. The owner then complained to the Energy and Water Ombudsman on behalf of the tenant.

Our investigation considered the water consumption history of the tenant, bills and other correspondence issued by the Water Provider, their policies, and relevant codes and regulations and good industry practice. During the investigation, the Water Provider was given more information about the tenant’s circumstances including that they had a disability which had affected their ability to identify the water leak earlier. Following our investigation and after considering the exceptional circumstances, the Water Provider granted a leak allowance.

Read more case studies on our website:

December visit to the Great Southern

We will be visiting the Great Southern Region from 2 to 5 December as part of our Regional Awareness and Accessibility Program.

The Program is intended to enhance awareness and provide accessibility to our services for regional and Aboriginal Western Australians.

We have coordinated with the following agencies to join us on the visit:

• Ombudsman Western Australia
• Health and Disability Services Complaints Office
• Telecommunications Industry Ombudsman
• Equal Opportunity Commission
• Consumer Protection
• Aboriginal Legal Service

The Program includes complaint services mini-expos where members of the public can find out about different complaint services and bring their complaints, meetings with the Aboriginal community, a small business forum and visits and liaison with public authorities and community organisations.

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

Stakeholder survey results

In September 2024, we ran a survey of community and consumer organisations to gain feedback on our services. 52 organisations responded. Some key findings:

• 60% knew about the Energy and Water Ombudsman before being contacted about the survey, and a further 33% had general awareness about ombudsman services.
• 80% found our website easy to understand and 84% found it easy to navigate and helpful for people making a complaint.
• Of those organisations who had assisted a person with a complaint to us, most said they would recommend us to someone who has a complaint about an electricity, gas or water provider. The Net Promoter Score of 60 is categorised as "excellent".

Other survey results have been reported to the Board of the Energy and Water Ombudsman and will be used to inform our communications and continuous improvement program.

New directors elected

At the Annual General Meeting in November, three new directors were elected to the Energy and Water Ombudsman Board. The Board has an independent Chairperson, three directors representing customers and three directors representing the electricity, gas and water services industries.

Grant Cucel and Phillip Kemp have been elected Customer Representative Directors.

Grant was born and raised in the Pilbara and has an extensive business background. He is the current Chair of the Small Business Development Corporation and for nine years was Chair of the Small Business Centre West Pilbara, advocating for small and medium enterprises in regional WA.

Phillip is the CEO of Business Foundations Ltd, a not-for-profit that works in community economic development. He also brings significant board and committee experience and is the immediate past Chairperson of the National Self-Employment Association.

Kylie Wilkie joins the Board as Gas Industry Representative Director. Kylie is the General Manager Retail Quality and Compliance at Alinta Energy and brings over 15 years of legal and regulatory experience in the energy sector.

The three new directors replace Sonia McKeiver, Meg Anklesaria and Brent Graham in their respective roles. Chairperson, Dr Michael Schaper thanked the outgoing directors for their commitment to the successful operation of the Board.

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