For the first time, the Ombudsman will provide impartial information and an external dispute resolution service to landholders and community members impacted by new major renewable energy transmission infrastructure and renewable energy infrastructure projects which will deliver more affordable and reliable power across NSW.
$1.3 million in grant funding from the NSW Government will improve efficiency, transparency and accountability in addressing complaints by individual community members or landowners hosting renewable energy generation and transmission projects.
The Energy & Water Ombudsman NSW will provide a ‘no wrong door’ referral service for residents, connecting them with the most appropriate channels to address their complaints where they fall outside the Ombudsman’s jurisdiction.
The service will also provide an investigation and resolution process for residents dissatisfied with how their complaints are handled by the relevant transmission and renewable energy entities.
The Energy & Water Ombudsman NSW will actively engage with residents to understand their concerns and identify any widespread issues requiring action.
The Energy & Water Ombudsman NSW was established in 1998 as the NSW Government-approved dispute resolution scheme for electricity and gas customers, and some water customers. The external dispute resolution scheme operates independent of Government and industry.
The new services will be rolled out by the NSW Energy & Water Ombudsman NSW from December.
Quote attributable to Minister for Climate Change and Energy, Penny Sharpe:
“We have listened to communities and understand that better engagement and support is needed for communities hosting renewable energy infrastructure.
“The investment in expanding this dedicated complaint handling function proves our commitment to a fair and transparent energy sector.
“Residents will no longer have to navigate a maze of agencies. The Energy & Water Ombudsman NSW will connect them with the right people to have concerns investigated and addressed.”
Quote attributable to Energy and Water Ombudsman NSW, Janine Young:
“The Energy & Water Ombudsman NSW is the established, trusted and independent dispute resolution scheme for NSW energy and water customers. We resolved more than 28,000 energy and water complaints last year.
“This isn't new territory for us. We already handle complaints about existing energy transmission and distribution infrastructure, so we’re well placed to expand into managing complaints and disputes regarding new network and renewable energy infrastructure projects.
“The renewable energy sector is developing rapidly, and customers need a free and impartial Ombudsman scheme to help them navigate the energy transition."
