Why energy complaints are soaring and consumers need better energy protection

Electricity prices are skyrocketing in many parts of Australia, and more households are facing high bills they can’t afford to pay. Complaints to the NSW Energy and Water Ombudsman jumped 57% last year, as more households struggled to pay for electricity. Last week the energy regulator proposed raising the default market offer price cap, which could make things even worse for those who don’t shop around for a better energy plan. But there is some hope for consumers—last week State and Federal Energy Ministers have backed a plan to improve consumer protections. What does this mean for everyday Australians? And what more needs to be done? The NSW Energy and Water Ombudsman, Janine Young, unpacks the surge in complaints and explores what stronger consumer protections should look like in practice.