Success Profile
Ombudsman and Chief Executive Officer
Energy & Water Ombudsman NSW (EWON)
About EWON
EWON was established in 1998 as the Energy Industry Ombudsman NSW (EWON). Initially comprising six government-owned electricity providers and one transmission company, EWON's jurisdiction expanded in 1999 to include water providers, leading to the organisation's transition to EWON. The following year, the first gas provider joined the scheme, and in 2018 membership expanded further to include exempt entities.
Our principal Charter responsibilities are to:
- Handle energy and water complaints independently, fairly, informally, efficiently and free of charge to the customer.
- Promote EWON to consumers and small businesses.
- Encourage and advise members on good complaint-handling practices to help reduce and avoid complaints.
We investigate a broad range of complaints including billing, credit, customer service, transfer, digital meter exchange, supply, land, provision, marketing and privacy issues.
Further Reading:
Additional Information:
- To provide high-quality, independent dispute resolution and raise customer service standards across the energy and water industries.
- Use our unique complaints data to enable energy and water providers to improve their products and services; to systemically reduce complaints; and to drive regulator/government development of improved energy and water laws, regulations, codes and policy.
- Engage effectively with NSW consumers, promote our service and the complaints processes of energy and water providers through community outreach and stakeholder engagement.
EWON Limited is a non-profit company registered as a charity with the Australian Charities and Not-for-profits Commission (ACNC). It is governed by a Board comprising of an independent chair and a mix of industry and community directors.
The Board is responsible for the corporate governance, funding and overall strategy of the organisation. As an industry-based scheme, EWON Limited is funded by its members through a combination of annual membership fees and complaint fees. The overall budget is approximately $18 million per annum.
- EWON’s members - all energy retailers, all energy networks, some renewable energy infrastructure entities, entities on-selling energy in embedded networks, some public and private water utilities, and some irrigation companies.
- Consumer and community organisations who are advocates for consumer rights and vulnerable customers.
- Regulatory bodies including the Australian Energy Regulator (AER), Consumer Energy Regulator (CER), Australian Competition and Consumer Commission (ACCC), NSW Independent Pricing and Regulatory Tribunal (IPART), NSW Fair Trading.
- Government departments including the NSW and Commonwealth Departments of Climate Change, Energy, the Environment and Water (DCCEEW).
- Other Ombudsman schemes - Australian and New Zealand Ombudsman Association (ANZOA) and Australia & New Zealand Energy and Water Ombudsman Network (ANZEWON).
Our Mission
To provide high quality, independent dispute resolution and raise customer service standards in the energy and water industries.
Board Profiles
Our Board
EWON’s Board of Directors is responsible for corporate governance, funding, policy and strategy for the scheme. The Board is made up of an independent Chair, five Industry Directors, from our electricity, gas and water provider members and five Community Directors from a variety of community organisations.
Louise Sylvan is one of Australia's most respected consumer advocates, public policy leaders and board chairs. She has held a distinguished portfolio of leadership roles across the public, regulatory, academic and not-for-profit sectors, including serving as Deputy Chair of the Australian Competition and Consumer Commission, Commissioner of the Productivity Commission and Chair of Energy Consumers Australia. Louise currently chairs EWON, the RACE for 2030 Cooperative Research Centre and The Australian Centre for Social Innovation. She brings extensive expertise in governance, regulation, consumer advocacy and strategic leadership, supporting EWON's commitment to independence, fairness and customer-focused outcomes.
April Blair is an experienced ombudsman, lawyer and non-executive director with extensive expertise in consumer protection, dispute resolution and access to justice. She currently serves as Senior Ombudsman, Insurance at the Australian Financial Complaints Authority and has held a range of senior decision-making and adjudicative roles across the legal and complaints resolution sectors. Her career includes leadership positions with AFCA, Legal Aid NSW, the NSW Civil and Administrative Tribunal and the Queensland Civil and Administrative Tribunal. April brings deep experience in consumer advocacy, complaint resolution and regulatory decision-making, together with a strong commitment to improving outcomes for vulnerable and regional communities.
Dr Evelyne Tadros is an Adjunct Associate Professor at UNSW and Chief Executive Officer (CEO) of the Mental Health Coordinating Council (MHCC). Evelyne is an experienced chief executive, board director and policy leader with a distinguished career spanning community services, mental health, health care, government and the not-for-profit sector. As CEO of MHCC, she leads advocacy, policy and sector development initiatives that support improved outcomes for individuals and communities. Dr Tadros brings extensive expertise in governance, strategy, service delivery, risk management, public policy and stakeholder engagement. Her commitment to social impact, inclusion and systemic reform, together with significant board experience across community and health organisations, provides valuable community and consumer perspectives to the EWON Board.
Angela Tsoukatos is an accomplished executive, board director, and leadership coach with experience across utilities, local government, and not-for-profit sectors. Her career includes senior executive roles with Sydney Water, where she led customer services, corporate affairs, people and culture, regulation, and corporate services functions, as well as serving as Chief Executive Officer of Participate Australia. Angela currently serves as Chair of SydWest, Deputy Chair of SSI, Chair of SSI Legal, and a Director with Relationships Australia NSW. She brings deep expertise in customer advocacy, organisational culture, stakeholder engagement, and governance, together with a longstanding commitment to equitable and inclusive outcomes for diverse communities. Angela is passionate about building capacity and balancing purpose with performance. Angela holds a Bachelor of Social Work from the University of New South Wales and a Master of Management from the University of Technology. Angela is a Graduate of the Australian Institute of Company Directors and a certified Gallup Strengths Coach.
Helen Hu FAICD, FCA, FGIA, CPA is an experienced non-executive director and former Chief Financial Officer and Company Secretary with extensive expertise in financial stewardship, investment governance, risk management and organisational transformation. She currently serves on several boards and audit and risk committees across the not-for-profit, community and public sectors, including as Chair of EWON's Finance and Audit Committee. Helen brings more than two decades of leadership experience spanning finance, governance, compliance and strategic planning, complemented by a strong track record of driving financial sustainability, organisational resilience and stakeholder confidence. Her broad sector experience and governance expertise make a valuable contribution to the EWON Board.
Danny Hui is a technology entrepreneur, advocate and non-executive director dedicated to improving outcomes for people with disability, their families and carers. He is the founder of Sameview, a digital platform that supports collaboration and care coordination for families caring for a person with disability. Danny combines lived experience with extensive leadership experience gained across the energy, health and technology sectors, including senior operational and strategic roles with Ausgrid and EnergyAustralia. He brings expertise in innovation, governance, business strategy, stakeholder engagement and community advocacy, ensuring diverse customer perspectives are represented in EWON's governance and decision-making.
Candice Suttor is an accomplished executive leader with more than 20 years' experience operating at the intersection of customer strategy, regulation, innovation and transformation. As a senior executive at Altogether Group, she has played a key role in building and growing the organisation, leading enterprise-wide initiatives across customer experience, strategy, product development, data insights and regulatory reform. Candice brings extensive expertise in customer-centred design, governance, risk management and the delivery of innovative solutions across the utilities sector. Her experience in balancing customer outcomes, regulatory obligations and commercial performance provides valuable insight to the EWON Board.
John Bowie is a highly experienced senior executive with deep expertise in strategy, finance, business transformation and operations. As Chief Strategy Officer at Origin Energy, he leads corporate strategy, mergers and acquisitions, investor relations and major strategic investments. Over more than 17 years with Origin, John has held a range of executive leadership roles spanning finance, governance, transformation and commercial operations, including leading the transformation of Origin's retail business. He also serves on the boards of Octopus Energy and Kraken Technologies, bringing significant experience in energy market innovation, technology-enabled transformation and strategic growth.
Kerryn Graham is a highly experienced executive with more than two decades of leadership experience across the energy sector. She currently serves as Head of Customer Transformation at EnergyAustralia, leading initiatives to deliver future-focused operating models, digital customer experiences and organisational transformation. Throughout her career, Kerryn has held senior leadership roles spanning customer operations, business performance, finance, risk management, analytics and energy markets. Her deep understanding of the energy industry, combined with expertise in strategic planning, transformation and governance, brings valuable insight to the EWON Board.
Mike Cole is a senior customer and business leader with extensive experience leading teams and stakeholder engagement in complex, regulated environments. As Head of Customer at Essential Energy, he oversees customer strategy and service delivery while supporting the ongoing transformation of Australia's energy sector. Mike brings deep expertise in customer advocacy, governance, operational leadership and industry collaboration, having also contributed to The Energy Charter through a range of leadership and governance roles. His focus on sustainable outcomes and community impact supports EWON's commitment to fair and effective dispute resolution.
Matt Hingston is an accomplished customer and business leader with more than two decades of experience spanning utilities, financial services, marketing and communications. As Executive Manager Customer Services at Hunter Water, he leads customer operations and service delivery for one of New South Wales' largest water utilities. Matt has extensive expertise in customer experience, digital transformation, strategic planning and operational leadership, with a strong track record of delivering customer-centred outcomes in regulated environments. His broad commercial background and commitment to service excellence contribute valuable customer and industry perspectives to the EWON Board.
Your Opportunity
Title | Ombudsman and Chief Executive Officer |
Group | Ombudsman Office |
Reports to | EWON Chair |
Location | Sydney, NSW |
Employment | Full-time; reasonable additional hours and travel as required by the role |
Direct Reports |
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Overview
The role of the Ombudsman has two distinct but complementary dimensions:
1. Chief Executive Officer
Accountable to the Board under EWON’s Constitution for:
- Strategy, performance and financial sustainability
- Organisational leadership and culture
- Stakeholder engagement and external positioning
- Governance, risk and compliance
2. Ombudsman
Ultimately responsible to the Board under EWON’s Charter for:
- Fair, impartial and timely resolution of complaints
- Identify, investigate and influence the resolution of systemic issues impacting consumers, industry participants and the broader sector
- Exercising Charter-based powers
- Promotion of EWON to consumers and small businesses
- Encouraging industry members on the development and maintenance of good complaint-handling practices
- Making binding determinations where required
- Ensuring EWON’s independence
Key Accountabilities
- Lead and deliver EWON’s strategic direction, aligning organisational capability with future demand and sector change
- Position EWON as a leading and influential dispute resolution body nationally.
- Anticipate and respond to emerging issues including energy transition impacts, Consumer Energy Resources, affordability pressures, regulatory reform and technological change.
- Contribute to public policy and regulatory development through evidence-based insights.
- Ensure complaints are resolved fairly, efficiently and in accordance with the Charter.
- Uphold the independence, impartiality and credibility of the Ombudsman function.
- Maintain high standards of decision-making, consistency and quality assurance.
- Oversee identification and escalation of systemic issues arising from complaints.
- Develop a stakeholder engagement strategy for Board approval.
- Build and maintain trusted relationships with:
- Members (industry participants)
- Consumer and community organisations
- Regulators (including AER, IPART, ACCC and others)
- Government and policy makers.
- Represent EWON in public, media and sector forums.
- Promote EWON’s services and role in consumer protection and industry improvement.
- Lead and develop a high-performing executive team.
- Build organisational capability to respond to fluctuating demand and increasing complexity.
- Foster a culture aligned with independence, fairness, integrity and service excellence.
- Ensure effective workforce planning, leadership development and succession.
- Deliver strong governance aligned with Board expectations and regulatory requirements.
- Oversee enterprise risk management, including reputational and operational risks.
- Ensure robust systems, controls and compliance frameworks.
- Provide high-quality, balanced advice to the Board to support decision-making.
- Ensure efficient and effective financial management.
- Align funding model and cost structures with demand and service delivery.
- Maintain transparency and accountability in financial reporting.
Key Behavioral Capabilities
Personal Effectiveness
- Displays Resilience
- Acts with Integrity
- Manages Self
- Values Diversity, Equity and Inclusion
Relationships
- Communicates Effectively
- Commits to Service Excellence
- Works Collaboratively
- Influences and Negotiates
Business Results
- Delivers Results
- Plans and Prioritises
- Implements Innovative Solutions
- Demonstrates Agility and Effective Decision Making
Leadership
- Leads and Develops People
- Inspires Direction and Purpose
- Optimises Business Outcomes
- Leads Change and Reform
Leadership Profile
- Strong decision-making capability with sound, balanced judgement – both in relation to individual disputes and in balancing the needs of consumers and industry more broadly.
- Proven ability to operate independently in complex and sensitive environments.
- Commitment to fairness, equity and procedural integrity – “fair and reasonable” outcomes.
- Ability to see beyond individual issues to systemic implications.
- Strong analytical and critical thinking capability and policy awareness.
- Experience navigating complex regulatory or public policy environments.
- Highly developed stakeholder engagement and negotiation skills.
- Ability to influence across industry, government and community sectors.
- Strong external presence and communication capability.
- Ability to maintain independence while constructively engaging with government, regulators, industry and consumer stakeholders.
- Reflects and engages in behaviours aligned with EWON’s Values - see separate document.
- Proven ability to lead and inspire high-performing teams and create a safe and constructive organisational culture.
- Experience building organisational capability and managing change.
- Demonstrated commitment to integrity, diversity and inclusion.
- Ability to operate effectively in a high-profile, high-pressure environment.
- Calm, measured leadership in complex situations.
Qualifications, Skills and Experience
The Board is particularly interested in candidates with Ombudsman, external dispute resolution, complaints management or regulatory leadership experience, while remaining open to exceptional executives from adjacent regulated environments who can demonstrate strong judgement, independence and stakeholder credibility.
Essential
- Senior executive leadership experience in a complex, regulated or public-facing environment.
- Demonstrated commitment to social justice and consumer issues.
- Demonstrated ability to operate effectively within a Board-governed organisation.
- Demonstrated capability to maintain independence, for example balancing the interests of industry with consumers.
- Proven experience managing risk (financial, operational, reputational), governance and organisational performance.
- Strong stakeholder management experience including managing diverse interests across industry, consumer organisations, government and/or regulators.
- Strong media presence and the ability to effectively promote EWON.
- Relevant tertiary qualifications.
Highly Desirable
- Experience in dispute resolution, ombudsman schemes or complaint handling environments.
- Knowledge of energy, water or utilities sectors.
- Experience in the application of legislation and in working in a highly regulated environment.
- Experience in advocating for regulatory or policy changes.
Ready to Apply?
Please send your CV and covering letter quoting Ref No A006425 to Watermark Search International at search@watermarksearch.com.au. We will reply to the email address used for your application.
Applications close Monday 5 October 11.59pm AEDT
Contact Information
If you require further information about the opportunity or the application process, please contact:
- Claire Crawford - Partner, Executive Search - 02 9233 1200
- Daniel Nicholls - Partner, Executive Search - 02 9233 1200
- Alison Myatt - Head of Research - 0412 630 817
- Georgina Southwell - Project Administrator - 02 9239 1223