EWOSA News - July 2025

From the Ombudsman

Sandy Canale, Energy & Water Ombudsman (South Australia)

As the days grow shorter and colder, many households face rising energy bills—thanks to heating needs and longer hours with the lights on.

If you're looking to cut down on your winter energy costs, head to the Customer Corner. We’ve included practical tips for reducing usage and explained how to calculate the energy consumption and running costs of your household appliances.

In the June quarter 2025, EWOSA received 2,062 cases – a 5% drop compared to the March quarter and 13% below the same period last year. For the full 2024-25 financial year, we received just under 9,300 cases, down 3% from 2023-24.

Interestingly, complaints fell by 15%, while enquiries rose by 33%. The rise in enquiries likely reflects greater visibility of our contact details – our telephone number has now appeared on energy bills for a full financial year and was added to SA Water bills at the start of 2025.

In May, the Australian Energy Regulator (AER) released the final Default Market Offer (DMO) prices for 2025-26. The DMO price will increase by 2.3% to 3.2% for residential customers and by 3.5% for small business customers. You’ll find more details about the DMO decision in the Hot Issues section of this newsletter.

Following the DMO update, many customers will receive a price increase notification from their provider. This notification must include your current tariff rates, the new tariff rates, and how your offer compares to your provider’s standing offer.

If you’re unhappy with your new rate, contact your provider and ask if they can offer you a better deal. You can also compare plans using the Energy Made Easy website, run by the AER.

In June, the Australian Energy Market Commission (AEMC) finalised the “Assisting Hardship Customers” rule change. Though the changes won’t come into effect until late 2026, they’re designed to ensure customers on hardship programs don’t pay more than necessary. Hardship customers will either be able to give explicit informed consent to switch to their provider’s deemed better offer, or receive a benefit that brings their bill in line with that offer. The delay in implementation gives time for the AER to update its guidelines before energy retailers update their systems.

Looking ahead, two significant consultation processes are currently underway and worth keeping an eye on:

  • The “Better Energy Customer Experiences” review from the Commonwealth Department of Climate Change, Energy, the Environment and Water
  • The “Electricity Pricing for a Consumer-Driven Future” review from the AEMC.

You can read more about both reviews in Hot Issues.

If you’re having trouble with your energy or water provider—or just want more information—get in touch. Call us on 1800 665 565 or lodge a complaint via our online form.

Sandy Canale

Energy and Water Ombudsman SA

Hot issues

Hot Issues

Final decision on DMO set to increase electricity prices in 2025-26

In May, the Australian Energy Regulator (AER) released its Final Decision in May on the Default Market Offer (DMO) electricity prices to apply in 2025-26.

The DMO acts as both a safety net—capping the maximum price electricity retailers can charge customers on standard contracts—and a benchmark for comparing other retail offers.

For the 2025–26 financial year:

  • Residential customers can expect price increases of 2.3% to 3.2%, depending on whether they use controlled load (typically for hot water). This translates to an annual bill increase of $64 to $71 for households with average usage.
  • Small business customers face a 3.5% increase, or about $189 extra per year on average.

You can read more on the AER website: Final DMO Determination 2025–26.

Federal Review Underway: Better Energy Customer Experiences

The Department of Climate Change, Energy, the Environment and Water (DCCEEW) is leading a review into how well customer protection frameworks in the energy market are holding up—particularly as the market evolves with new technologies and services.

The Better Energy Customer Experiences review is exploring:

  • The rise of new energy products and services
  • The needs of customers in non-traditional arrangements (e.g. embedded networks, off-grid, or pre-paid setups)
  • The effectiveness of key protections, including dispute resolution

EWOSA contributed to a joint submission alongside other Energy and Water Ombudsman offices interstate. Further consultation is expected later this year.

Learn more or have your say: Better Energy Customer Experiences

AEMC Review Underway: Electricity Pricing for a Consumer-Driven Future

The Australian Energy Market Commission (AEMC) is reviewing how electricity pricing could better align with consumer preferences in a changing energy landscape.

Their recent Discussion Paper raised important questions, such as:

  • Can we rely on retail competition to deliver products and services consumers truly value?
  • How can network tariff-setting better support positive outcomes for customers?
  • What role can tariffs play in reflecting customer choices and helping reduce system costs?

EWOSA has again provided a joint submission with other ombudsman offices, with more consultation expected later in 2025.

You can read more about this review here: Electricity Pricing Review

Case Study Picture solar panels

Case Studies

Daniel’s Solar Surprise

When Daniel installed a solar system in December 2024, he was looking forward to lower power bills and a greener home. But when his next electricity bill arrived, it showed much higher usage than he expected. Confused and concerned, Daniel reached out to his energy provider to find out what was going on.

The provider suggested waiting until the next billing cycle to see if the numbers balanced out. But Daniel wasn’t comfortable waiting without an investigation—especially after such a significant investment. Unsure of what to do next, he contacted EWOSA.

HOW DID EWOSA HELP?

Daniel reached out to EWOSA in February 2025 after his efforts to resolve the issue directly had stalled. His complaint was escalated to a full investigation. Daniel was clear: he wanted the solar meter checked and his bills corrected if something was wrong.

EWOSA coordinated with the provider to arrange a site visit and meter inspection. The inspection revealed that the meter had been incorrectly wired. Instead of registering the electricity Daniel was sending back to the grid, it was logging it as consumption—and recording his actual consumption as exported power.

WHAT WAS THE OUTCOME?

The meter provider corrected the wiring and updated the meter data to reflect Daniel’s actual usage and solar export. His energy provider then amended his past bills to match the corrected data.

To make up for the inconvenience, the provider also gave Daniel a $200 goodwill credit. With his billing now accurate and his solar system functioning properly, Daniel felt a sense of relief—he finally had clarity and confidence that everything was back on track.

Leah Gets to the Bottom of High Energy Bills

When Leah began receiving electricity bills that were much higher than expected, she grew concerned. She suspected the issue might lie with either her air conditioner or hot water system, and arranged for an electrician to investigate. The electrician found that her hot water system had been wired through the peak usage register—something that could explain the elevated charges. Still uncertain, Leah contacted her energy provider, hoping for answers. But without a clear resolution, she turned to EWOSA for support.

HOW DID EWOSA HELP?

Leah first reached out to EWOSA in December 2024, after being unable to resolve the issue with her provider. Through EWOSA’s Early Resolution process, the provider applied a credit as a gesture of goodwill, which helped reduce the amount she owed. At the time, Leah was satisfied and the case was closed in January 2025.

However, when another high bill arrived in March 2025, Leah returned to EWOSA, still unsure if something was being missed. EWOSA reviewed the situation and confirmed that the electricity meter was working correctly. They also verified that the hot water system was operating on a controlled load register and not being charged at peak rates, as Leah had initially feared.

To provide further clarity, EWOSA arranged for an independent energy assessor to carry out a site visit at Leah’s property.

WHAT WAS THE OUTCOME?

The energy assessment revealed that a key appliance Leah relied on for heating and cooling was consuming much more electricity than she had realised. This insight helped her make sense of her usage patterns and the impact of her appliances on her power bills.

Leah was also offered payment assistance to help with the remaining balance. With this support and a clearer understanding of her energy use, Leah felt reassured and more confident in managing her electricity costs going forward.

Old couple bills couch

Customer Corner

Stay Warm, Spend Less

Stay Warm, Spend Less

Each winter, the South Australian Government releases a Winter Heating Guide to help households stay warm while managing energy costs.

Here are a few simple and effective tips from the guide:

  • Open curtains and blinds during the day to let natural warmth in.
  • Only warm the rooms you’re using. Use your heater to keep you warm – not to heat the entire home.
  • Set your thermostat to 20°C degrees rather than 25°C – each degree lower can reduce running costs by about 10%.
  • Make sure the heater is maintained properly, for example, by cleaning the filters.
  • Draught-proof your home by sealing gaps around doors and windows.
  • Add or improve ceiling and wall insulation to retain heat.

You can read the full Winter Heating Guide here:
Winter Heating Guide (PDF)

Calculating Your Appliance Energy Usage and Costs

Did you know you can estimate how much energy your appliances are using—and what they’re costing you?

The South Australian Government website offers a handy tool to:

  • See the typical energy usage of common appliances
  • Calculate running costs using your bill and tariff rates
  • Compare savings by shifting usage to off-peak times (if you’re on a time-of-use tariff)

Check it out here:

Calculate Appliance Running Costs

Consumer Trends

Top five issues by product
Complaints received over the last five quarters
Complaints by supplier per 10,000 customers
Electricity complaints
Gas complaints
Water complaints

Remember, we are here to help

EWOSA facilitates the prompt resolution of complaints and disputes between consumers of electricity, gas and water services and Members of the Scheme by providing a service to consumers which is free, independent, accessible, fair and informal.

Freecall 1800 665 565

Submit a complaint

SMS 0488 854 555

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