The Energy & Water Ombudsman NSW’s annual report shows complaints about consumer energy resources including batteries and rooftop solar have doubled since last year.
Complaints relating to these products and services increased from 301 last year to 677 this year.
“The Commonwealth Government’s Cheaper Home Battery Program is making investment in solar and home batteries mainstream for many people and consumer protections need to catch up,” EWON ombudsman Janine Young said.
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Complaints about residential solar and battery sales and installation are a relatively small proportion of the 22,004 electricity complaints EWON received this year, but Young said the numbers would be higher if EWON had jurisdiction over all related complaints.
“We can only resolve solar and battery complaints when retailers are EWON members, limiting access to our free and independent service,” she said.
“We referred 183 customers with these complaints to Fair Trading in FY26.”
Young said access to external dispute resolution was fragmented, with customers getting caught in referral loops, resulting in varying levels of resolution.
“As supported by the ACCC in their June Inquiry into the National Electricity Market report, EWON’s long-term goal is to have jurisdiction to take complaints about all retailers of solar, battery, VPP and EV residential charging, so that we can fully address this consumer protection gap.
“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.”
EWON received 27,011 energy and water complaints in FY26. Seventy-one percent of (19,210) of complaints related to billing issues, including high and estimated bills and errors involving payments and rebates, while complaints about payment difficulties and debt increased by 14%.
Young said the energy transition reinforced the need for independent dispute resolution and access to home solar and batteries to help customers afford their energy bills.
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“The challenges facing consumers today are complex, ranging from rising costs and payment difficulties to new technologies and energy products,” she said.
“To build trust in the energy transition, we must close consumer protection gaps, provide easy access to ombudsman services and ensure fairness, affordability and accessibility are at the centre of every decision we make.”
