Energy and Water Ombudsman
The office of the Energy and Water Ombudsman was established as part of the new retail industry for gas, water and electricity supply. Households who
- consider they have been treated unfairly by their energy or water retailers or
- require resolution of a dispute or
- who have complaints about any aspect of the service they receive or
- who want to offer suggestions regarding improved or changed services are
welcome to contact the Office of the Ombudsman . Consumer groups and support groups working with households where there may be difficulties relating to the utilities bills and the supply of energy and water may contact the Office of the Ombudsman to find out how they can better assist their constituents.
Freecall: 1800 500 509
Freefax: 1800 500 549
Interpreter: 13 14 50
National Relay Service: 133 677
Email: ewovinfo@ewov.com.au
Website: www.ewov.com.au
Here is information on how the Energy and Water Ombudsman Victoria (EWOV) can assist households.
The EWOV is not a statutory body, but is industry-based. The Office of the Ombudsman works on behalf of its members to remedy poor customer service policies and practices while customers benefit from improved practices. Under this scheme, suppliers pay to be members to ensure disputes are resolved.
EWOV’s Mission
- to provide independent advice, information and referral regarding energy and water services
- To receive, investigate and facilitate resolution of complaints involving consumers of energy and water services in Victoria and members of the scheme
- To work with consumer groups and industry to achieve customer service excellence.
EWOV’s Aims
- to resolve disputes-equitably, confidentially and on an individual basis
- to do this in a fair, just and independent manner
- through informal mediation strategies
- within a wider context of what is fair and reasonable, constitutes good industry practice and is within current laws.
What EWOV deals with
- provision and supply of energy and water (inc failure to provide or supply)
- billing
- credit and payment services
- disconnection/restriction
- land (inc vegetation maintenance)
- complaints referred from Essential Services Commission
- complaints referred by a member company/authority
EWOV does not deal with
- prices and tariffs
- commercial activities outside licence/core business
- government policies
- court and tribunal matters
- matters required by legislation
- customer contributions to cost of capital works
- actions taken due to compulsory direction
Who can complain
- electricity, gas and water customers
- third parties who have been affected
- authorised representatives
The Ombudsman has the power to
- make a binding decision if necessary, ordering a company/authority to:
- pay compensation
- provide a service
- amend/waive a charge
- supply goods/services or do corrective work
- correct, delete from or add to a customer’s record
- attach a complainant’s correction, deletion or addition or
- do, not do or stop doing an act.
- Dismiss the complaint
Complaints are resolved
- through independent investigation
- through discussion and agreement
- occasional conciliation conferences or a
- Binding Decision where no agreement can be reached.
If you have been notified your gas (including loss of supply of bottled gas) or electricity is likely to be disconnected, or your water supply will be restricted then the first step you should take is to contact the supplier who should offer you a plan to assist with the payment of the outstanding bills. If you cannot reach a satisfactory arrangement then you should contact EWOV for further advice. Note that if supply is ‘wrongfully disconnected’ retailers are required to reconnect it and to pay a ‘wrongful disconnection’ payment of $250.00.
If you want to assist the environment consider some of these options
