The New South Wales Government has expanded the functions of the Energy & Water Ombudsman NSW to ensure it supports community members and landowners hosting renewable energy projects.
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 the state.
The New South Wales Government said it will provide $1.3 million in grants to improve efficiency, transparency and accountability in addressing complaints by individual community members or landowners hosting renewable energy generation and transmission projects.
The State Government said that 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 is expected to 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 New South Wales 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 Energy & Water Ombudsman NSW from December 2024.
New South Wales Minister for Climate Change and Energy, Penny Sharpe, said, “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.”
Energy & Water Ombudsman NSW, Janine Young, said that the Ombudsman is the established, trusted and independent dispute resolution scheme for New South Wales energy and water customers.
“We resolved more than 28,000 energy and water complaints last year,” Ms Young said.
“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.”
