EWOV handled 23,957 cases and water complaints jumped 51%
Victorian energy and water consumers lodged 23,957 complaints with the Energy and Water Ombudsman Victoria in the 2025/2026 financial year, a 23% rise on the previous year.
EWOV linked the increase to affordability pressure on households and billing system problems. The watchdog said it was the third straight year that complaint numbers grew.
Among complaints received by EWOV in 2025/2026, water cases climbed 51%. Billing cases rose 22% and made up more than half of all matters. Land cases increased 35%.
Land cases include complaints about network assets and vegetation management. Meanwhile, companies provided more than $2 million to customers in the 2025/2026 financial year after EWOV investigations, which was 26% more than a year earlier.
Catherine Wolthuizen, Energy and Water Ombudsman (Victoria), said: “Demand for EWOV’s services surged in the 2025/2026 financial year. We received 23,957 cases, an increase of 23% compared with the previous year. Billing made up more than half of our total cases, driven by the ongoing impact of IT and operational changes, as well as broader affordability pressures in Victoria.”
The annual report also outlines work aimed at preventing repeat disputes and improving outcomes for consumers. During the year, the Ombudsman issued EWOV’s first binding decision in 23 years.
First binding decision in 23 years
EWOV said that ruling gave providers guidance on how to assess claims for electrical property damage caused by an unauthorised voltage variation. The organisation also continued systemic issues investigations and shared data and insights that informed policy reform and industry improvement.
Wolthuizen said companies need to manage major technology and operational changes better because consumers can face billing delays, confusion, customer service problems and trouble accessing support. She also said the rise of artificial intelligence means businesses should put consumers at the centre of system design and technology rollouts.
On household costs, Wolthuizen said global conflict and market volatility were affecting prices and budgets.
EWOV is a free and independent dispute resolution service for Victorian consumers and energy and water companies. Its 2026 Annual Report, interactive data visualisations and consumer stories are available at ewov.com.au.
Related Articles
- Victorian doctors strike set for 12-hour stop-work on 21 October
- News: Coalition fuel reduction
- Abortion care
Related: Doctors strike
