Lack of consumer energy resources retailer memberships skew EWON complaint data

A lack of consumer energy resources retailer memberships with the Energy & Water Ombudsman NSW (EWON) is impacting consumer protections against faulty household and businesses rooftop solar and battery energy storage systems.

The release of its annual report, indicates consumer energy resource complaints increased from 301 in FY25 to 677 in FY26, however do not tell the full story as EWON does not have jurisdiction over non-member providers.

EWON Ombudsman Janine Young said the organisation can only resolve solar and battery complaints when retailers are EWON members, which limits access for consumers to EWON’s free and independent service.

“Consumers and small businesses deserve a one-stop shop that provides consistent, timely and fair advice and dispute resolution, and EWON is best placed to do this across NSW,” Young said.

“As supported by the Australian Competition and Consumer Commission (ACCC) in their June Inquiry into the National Electricity Market (NEM) report, EWON’s long term goal is to have jurisdiction to take complaints about all retailers of solar, battery, virtual power plants (VPP) and electric vehicle (EV) residential charging, so that we can fully address this consumer protection gap.”

EWON received 27,011 complaints across FY26, with 677 consumer energy resources complaints recorded in FY26, showing a jump of 125% or a doubling of complaints year-on-year to FY26.

Of the 677 complaints, 245 regarded system performance, 81, smart energy services, 192, installation and/or connection, 60, CER payment plans, 55, complaint handling and 44, for system activation.

However, complaints about residential and small business rooftop solar and battery sales and installation were a small percentage of the total complaints, which Young said would be higher if EWON had jurisdiction over all related complaints.

“The Commonwealth Government’s Cheaper Home Battery Program (CHBP) is making investment in solar, and home batteries mainstream for many people, and consumer protections need to catch up,” Young said.

Young said access to external dispute resolution is fragmented, with customers getting caught in referral loops, resulting in varying levels of resolution.

“The energy market is transforming, and NSW is leading the way towards a cleaner energy future, but many households still struggle to afford to heat or cool their homes and keep appliances running.,” Young said.

The Ombudsman added that the energy transition reinforces the need for independent dispute resolution and access to home solar and batteries to help customers afford their energy bills.

“The challenges facing consumers today are complex, ranging from rising costs and payment difficulties to new technologies and energy products,” Young said.

Clean Energy Regulator (CER) figures show a national total of 401,185 home batteries had been recorded as installed nationally from 1 July 2025 to 31 May 2026 under the small-scale renewable energy scheme (SRES), and the CHBP, with 175,000 of those in NSW.

As of mid-2026 NSW had over 1.17 million rooftop solar systems installed across all-time, and by October 2026, 4,532,178 rooftop solar installations have been installed on homes and businesses nationally.

EWON ‘s figure of 677 complaints in FY 2026 represent just 0.05% of the combined 1.35 million solar and battery installated in NSW.