Member Portal

EWOV case handling approach

Due to the changes to the Energy Retail Code relating to family violence which will take effect from 1 January 2020, EWOV has updated the information we will be seeking in initial responses for a Stage 2 Investigation. The additional information we will be seeking is in the table at the bottom of this page.

Feel free to contact Andriana Georgievski if you have any questions about this information. Andriana can be contacted on or 03 8672 4263.

Click on the below topics for more information.

We anticipate that we will start including the information on correspondence being sent to scheme participants from 16 December 2019 onwards (these will have responses due in the new year). However, as we investigate matters on a case-by-case basis and we do not always seek all information for all cases, there may be some cases where we do not include these questions.

When considering the family violence changes to the Energy Retail Code, we have also taken the opportunity to update our position statement about our approach to cases where family violence is an issue. You can access a copy of our updated position statement here.

At this stage, the changes to the Stage 2 Investigation correspondence will only apply to electricity and gas retailers. However, our family violence position statement is applicable for all industries including water and embedded networks.

Checklist for Energy Retail Code Family Violence changes

The additional information we will be seeking is in the following updated documents:

WDP Payable Checklist (Excel)

WDP Non-Payment of Arrears Checklist (Word)

WDP Deemed Contract Checklist (Word)

All three checklists have been updated with very minor changes, based on feedback we have received, as well as including new clauses in the WDP Payable Checklist.

Please ensure your teams use the updated checklists for all disconnections that occur from 1 January 2020.

If you have any questions about the checklists or wish to provide any feedback, please contact me on 8672 4263 or email EWOV’s WDP team at