2025–26 in review: energy debt and a changing market

2025–26 in review: energy debt and a changing market

Our 2025–26 Annual Report is now available, with insights into the issues South Australian energy and water consumers brought to our office this year.

We received 9,334 cases, broadly steady with last year. Behind that figure, we saw growing financial stress, more complaints about customer service, and increasing demand for independent support with new energy technologies.

Cases involving consumers who had been disconnected or were at risk of disconnection (known as consultations) increased by 60%. Credit-related cases rose by 30%, reflecting growing financial pressure on South Australian households.

Customer service cases increased by 46%, reaching their highest level in more than a decade. The most common concern was providers not responding to customers’ attempts to contact them. Cases involving incorrect advice or information more than doubled.

We’re also hearing from more people seeking help with solar, batteries and virtual power plants (VPPs), although most complaints about these technologies fall outside our jurisdiction. Out-of-jurisdiction enquiries increased by 40% this year, while battery-related enquiries increased sevenfold. 

EWOSA records enquiries about solar and battery installation and VPP services, but we cannot currently resolve complaints about those services from non-member organisations. This leaves some consumers without access to independent dispute resolution.

Our Ombudsman, Sandy Canale, says consumer protections need to keep pace with these changes.

“With the expansion of programs supporting home battery uptake, it is critical that effective consumer protections are in place for new energy products, including access to dispute resolution.”

We’ll continue to monitor emerging issues and share insights from our casework with regulators, including where consumers lack support or access to independent dispute resolution.