NSW Ombudsman to handle renewable energy transmission complaints
From December 2024, the Energy & Water Ombudsman NSW (EWON) will extend its services to landholders and community members across NSW's Renewable Energy Zones, offering a streamlined process for resolving complaints related to renewable energy transmission infrastructure.
The Energy & Water Ombudsman NSW (EWON) will begin handling complaints related to renewable energy transmission infrastructure from 1 December 2024, following a request from the NSW Government.
This expansion aims to assist landholders and community members in the state's Renewable Energy Zones (REZs), enhancing the handling of disputes and improving community engagement throughout the energy transition.
EWON, known for its independent dispute resolution services in the energy and water sectors, will establish a dedicated Energy Transition team to investigate and resolve complaints related to renewable energy projects.
NSW Ombudsman Janine Young said the organisation is well-prepared for this role. “EWON already handles complaints about existing energy transmission and distribution infrastructure in NSW, so we’re well placed to expand into managing renewable energy complaints – this isn’t new territory for us.”
Initially, EWON’s new jurisdiction will focus on transmission infrastructure, with the possibility of expanding to cover generation infrastructure, such as solar and wind farms, by 2025. The Ombudsman will also provide a ‘no wrong door’ referral service, ensuring that residents are connected with the appropriate organisations if their concerns fall outside EWON’s jurisdiction.
To support this, EWON is developing a customised complaints management process and working with new members to enhance their internal complaint handling capabilities. As part of the expansion, EWON will also set up a Renewable Energy Infrastructure Advisory Group, which will include industry, government, and community stakeholders to help guide ongoing improvements and address systemic issues.
Community engagement will be a key focus for EWON, with plans to begin meeting with landholders and residents in NSW's REZs starting in early 2025. Ms Young explained, “We’re committed to actively engaging across communities to fully understand the issues residents are facing.”
NSW Minister for Climate Change and Energy, Penny Sharpe, welcomed the move, noting the importance of having a trusted body to handle these complaints. “The Ombudsman will connect residents with the right people to have their concerns investigated and addressed,” Minister Sharpe said, adding that this initiative reflects the government’s commitment to transparency and fairness in the energy sector.
