Bill shock: NSW families hit the roof over power prices

The number of NSW households lodging an official complaint about the high cost of their energy or water bill has soared in the past year.

The number of NSW households lodging an official complaint about the high cost of their energy or water bill has soared in the past year.

New figures from the Energy and Water Ombudsman (EWON) show a 48.6 per cent increase in disputed high bill complaints in the Jan to March quarter this year, compared with the same period last year.

The rise in disputes comes as welfare agencies such the Salvation Army field a growing number of calls for help, with its NSW centres recording a 20 increase in the requests for energy and food vouchers in the past six months.

And the situation is expected to worsen in the coming months as thousands of homeowners on fixed-rate mortgages are forced to find hundreds – or even thousands – of dollars more each month when hit with the latest rate rises.

EWON Ombudsman Janine Young said the cost of living crisis combined with rising energy prices was leaving many customers at risk.

Customers who received an unexpected high bill should contact their provider, outline their concerns and ask for an explanation of the charges on the bill. Picture: AFP

“High bills are particularly worrying for customers experiencing affordability difficulties and/or vulnerable circumstances.

“We hope to reach these potentially customers before they are affected by mounting debt or disconnection.”

Ms Young urged customers who received an unexpected high bill to contact their provider, outline their concerns and ask for an explanation of the charges on the bill.

If the provider was unable to explain the bill, customers could request a full investigation – and if still not satisfied, they should contact EWON, she said.

She said energy and water companies could often arrange a payment plan or affordability program to avoid debt and disconnection, while there were also rebates and payment assistance vouchers for eligible customers struggling to pay.

Salvation Army spokesman Major David Collinson said the number of people approaching the charity for help with a bill or to pay for food had risen 20 per cent in the past six months.

Along with Service NSW, the Salvation Army also issues the crisis support $50 Energy Accounts Payment Assistance vouchers with “thousands” being handed out, Major Collison said.

In 2020-21, about 49,000 households received an EAPA crisis voucher worth a total of $18.3 million.

The Minns and Albanese governments are offering eligible NSW households a $500 energy rebate.