Most organisations strive to avoid their names being brought into disrepute by those representing them.
On this count, I simply have no idea how or from where EWON gets people of such disappointing quality as I have had to deal with in my repeated complaints through it against the thieving electricity retailer, Powershop.
As this representative is underperforming to the degree that she simply can’t even respond to an email as if she has actually read it, I wonder, now publicly, simply, when will she do the job for which she is employed?
Alternatively, I wonder how EWON itself may have been compromised by the power utility she appears to be defending. She certainly doesn’t appear to be working for me, as Powershop’s aggrieved, wronged customer.
A brief history
On February 8, 2025, our company’s office in Surry Hills, Sydney, was afflicted by a fire, which has rendered it unusable since. Because it is unused, we have also not been using any electricity there in the time since.
Shortly after the fire, I notified our energy retailer Powershop, to tell it that if it charges us for electricity we are not using, this will be theft.
Its response has been to continue to charge us for power on a rate higher than when we were actually using the office each day to conduct our business.
This conduct deserved reporting to EWON, the Energy & Water Ombudsman NSW, a relationship with which I was first absolutely delighted – until I had to begin dealing with Terese Skene, Conciliator.
Since then my impression of its competence has headed rapidly and consistently southwards.
It seems she has given up reading anything written to her, as her latest reply to the message I sent on [date] makes reference to a “property developer.” Go on, can you find such a reference in the letter beneath?
On this date, I wrote to her concerning her nonsensical reply to my earlier correspondence, this time with definitive proof that we could not have possibly used the electricity in question because the supply had been cut off to our floor.
I believe this is unambiguous, as shown here, in the email from Kevin O’Neill.
Having also written to Louise Sylvan, the chair of EWON, with the same evidence (via Australia Post snail mail), in my email of August 12, I relayed to Skene:
“I wrote to her [Sylvan]: “Further as of Friday, July 25, as attached, I am now in possession of an email – copy enclosed – from Kevin O’Neill, of Bentino, the project manager responsible for the remedial construction work being carried out at 35 Buckingham Street, stating unequivocally that it, “terminated the main feed to level three to make safe the works on that floor. This work was completed on March 05, 2025.
“Hence, not only have we not used any electricity since that date, even had we wanted to, it would not be possible. Therefore what Powershop is trying to achieve in billing us is sheer theft.
“Please read this again: Kevin O’Neill is the guy actually responsible for the construction work being carried out at 35 Buckingham Street, so one might imagine that he knows better than anyone else what is going on. Please present this to Powershop to see how its clowns respond.
“Against this evidence, the resolution you have presented to us is simply laughable and not good enough, and I would be happy to stand up in any court in the land in our defence against Powershop’s despicable efforts to steal from us.”
I closed that letter by stating:
“Sorry, but I am not impressed by my dealings to date with EWON, and having done my research, I now know where to complain. As a former copy editor on the Australian Financial Review, I also know extremely well how the media works, so if Powershop comes after me, I will make this embarrassing spectacle public. Somehow, I can’t see this doing you or EWON any favours, either.”
This is Skene’s reply:
25 Aug 2025
Dear Mr Lauren
EWON Complaint Reference: 469968
I refer to your complaint with Powershop regarding your electricity account for Studio 8 FL 3/35 Buckingham St Surry Hills NSW 2010.
I acknowledge your email dated 12 August 2025 and acknowledge that with the response date there was a typographical error requesting your response to the email sent to you on 7 August 2025. The response date was 14 August 2025.
In your email you provided a copy of an email from the property developer. Whilst the property developers email advises that an electrician attended the property, the email does not detail the works undertaken by the electrician.
The paperwork required is a Certificate of Compliance for electrical work (CCEW). This document confirms electrical work has been completed to the required safety and compliance standards. It’s issued by a licensed electrical contractor and is a crucial record of the work, especially for future reference or if further electrical work is needed.
The CCEW serves as proof that electrical work, such as installations or alterations, meets the necessary safety standards. The CCEW confirms that the electrical work complies with standards like AS/NZS 3000 Wiring Rules, industry safety standards, and NSW Service and Installation Rules. A copy of the CCEW must also be submitted to the electricity distributor Ausgrid or your retailer within seven days of the work being completed. I have attached a copy of the CCEW to this email.
On 28 May 2025, Powershop received a meter fault notification (MFN) for your meter not communicating.
On 12 June 2025, a technician from Ausgrid attended the property and advised your meter could not be replaced as the site was deenergised as a service fuse had been removed. It appears that the service fuse was removed prior to Ausgrids’s attendance. It would be appreciated if further information could be provided by the electrician so that usage could be appropriately reviewed and billed.
On 15 July 2025, I requested the metering provider attend the property again to obtain an actual meter read to reconcile the estimated invoice. The metering provider attended the property on 22 July 2025 and was unable to access the meter due to access issues being renovations at the property.
Your meter is next due to read on 1 October 2025.
As the account is in your name and information from the electrician has not been provided, Powershop may continue to issue invoices. I acknowledge your advice that renovations continue at the site and that access may be prevented. Estimated bills may be issued on this basis.
Next actions
Powershop has offered for resolution of your complaint to waive the usage charges for period 8 February 2025 to 8 March 2025. The usage charges to be waived is $476.81.
Once the usage charges have been waived the balance payable would be $1,414.59.
Powershop has offered to waive the supply fees from 15 July 2025.
We would appreciate it if you could provide Powershop the requested paperwork to confirm the date the electricity supply was deenergised and the works the electrician performed at the property (CCEW). Powershop have indicated that they will consider the charges billed to you upon receipt of the above information.
Please consider the information provided in this email and contact me by 1 September 2025 on Freecall 1800 246 545 or by return email if you have any questions or if you would like to discuss the contents of this email further. If I do not hear from you by close of business on 1 September 2025 your file will be closed.
Yours sincerely
Terese Skene
Dispute Resolution Team
Energy & Water Ombudsman NSW
