When energy and water bills arrive, they can be confusing, especially if English isn’t your first language. For many people in our communities, understanding bills, knowing your rights, or asking for help can feel overwhelming.
That’s why the Energy & Water Ombudsman NSW has created the “You’re Not Alone” campaign. The campaign is designed to make support easier to access for multicultural and multilingual communities across New South Wales.
Free help is available
EWON is a free, independent service that helps people resolve issues with their electricity, gas, or water provider. Whether you’re dealing with a high bill, payment difficulty, or a disconnection issue, they’re there to help.
Importantly, you don’t have to navigate this alone or in English if it is not your first language.
EWON offers:
- Interpreter services when you call
- Factsheets in over 40 languages
- Videos and resources in languages including Arabic, Mandarin, Cantonese, Hindi and Korean
These resources explain your rights, how to manage your bills, and what to do if something goes wrong.
Why this matters
Many people across NSW are experiencing cost-of-living pressures, and energy bills are a big part of that. But language barriers can make it harder to:
- Understand what you’re being charged
- Know if a bill is correct
- Ask for payment support or hardship assistance
As one community member shared, speaking another language can make it harder to “understand the bill, let alone find help.”
That’s exactly the gap this campaign is helping to close.
What kind of help can you get?
EWON can support you with:
- High or unexpected bills
- Payment plans and financial hardship
- Disconnections or threats of disconnection
- Problems with your provider
- Understanding your account and options
They will listen to your situation and work with your provider to find a fair outcome.
Supporting your community
Even if you speak English, someone in your family or community might not. Sharing these resources can make a real difference.
You can:
- Download translated factsheets
- Share videos with family members
- Help someone make a call with an interpreter
- Connect community members to support early
How to get help
If you or someone you know is having trouble with energy or water bills:
- Call 1800 246 545
- Ask for an interpreter if needed
- Visit the EWON website and search for “You’re Not Alone” resources
No one should struggle to understand essential services or feel unsure about asking for help. Because when it comes to energy and water, you’re not alone.
Alternatively, if you feel you are overwhelmed and want to speak with a Financial Counsellor who offers free, independent and confidential support for people experiencing financial difficulty, you can call the National Debt Helpline on 1800 007 007.
