Click on the below topics for more information.
A Conciliator is assigned to each customer’s complaint and the Scheme Participant is advised that the customer has lodged a complaint.
EWOV may upgrade complaints in certain circumstances. The following information outlines when and why this might happen, and also provides some tips on how to avoid upgrades.
Some common reasons for upgrades
- Response not provided by 9.00 am the following business day after a response was due.
- Response does not provide all of the requested information
- Response does not address the customer’s resolution sought
- Initial response plus two further responses and further investigation is needed as responses have not resolved the complaint
- Inappropriate suggestion/s for resolution
- Response does not advise timeframes for re-billing, meter test, etc.
Tips to avoid upgrades
- provide responses before the due date and time
- provide accurate, correct and complete information
- ensure that credit and disconnection/restriction activity and any contact ceases while EWOV investigates the complaint
- provide appropriate and sustainable suggestions for resolution.
View EWOV’s Complaint Upgrade Policy
- If the customer’s complaint is not resolved following the Assisted Referral, EWOV will investigate the dispute.
- EWOV will investigate the customer’s concerns by gathering all relevant information from both the customer and the Scheme Participant in order to reach a fair and reasonable outcome.
- When investigating complaints, EWOV considers current legal requirements, what constitutes good industry practice and what is fair and reasonable in the circumstances.
Regular communication with customers and Scheme Participants
- EWOV requires Conciliators to keep in touch with both customers and Scheme Participants on a regular basis to discuss complaint progression (at least every 14 days).
- If you are unsure about how a complaint is progressing, please contact the Conciliator to ask for an update. If you do not receive a response, please escalate the matter to the Conciliator’s manager.
- EWOV encourages speedy and informal processes, and aims to conduct most communication by phone. For particularly complex or protracted issues, EWOV may ask Scheme Participants for further written responses, or may provide responses to customers
- EWOV’s Upgrade Policy has been developed to ensure effective and efficient complaint progression, encouraging a focus on resolution as well as timely and helpful first responses to complaints.
- Complaints can be upgraded to the next stage if the response is late or does not assist in resolving the complaint. Similarly, where EWOV is not satisfied with the quality of a response, or does not believe the response meets the merits of the complaint,
the investigation may be upgraded. Additional costs are charged to Scheme Participants where cases are upgraded.
- For additional information please refer to the Complaint Upgrade Policy.
Independent or regulatory advice
EWOV may seek independent advice, such as technical, financial counselling or legal advice, in order to progress an investigation. EWOV may also seek advice from regulators or other relevant bodies.
Where independent or regulatory advice has an impact on the investigation, EWOV will provide a summary (either verbal or written) to the affected party in order to progress the investigation. In order to meet procedural fairness requirements, any
affected party will need to have an opportunity to respond before the information will be disclosed to the other party.
- EWOV encourages face-to-face or over-the-phone clarification meetings with Scheme Participants to discuss open complaints and take a collaborative approach to resolving matters. In addition to assisting with complaint resolution, these meetings
are beneficial as they develop working relationships between EWOV and Scheme Participant contacts, as well as building EWOV’s knowledge and understanding of Scheme Participant processes, operational issues and marketing activities.
An up-to-date version of EWOV’s Charter is available from EWOV’s website.
EWOV’s Charter provides sets out what EWOV can and can’t investigate. This section will provide details of what EWOV can and can’t investigate and the difference between a complaint being within EWOV’s jurisdiction and
the complaint having merit.
- Jurisdiction and Merit
- An Inclusive Approach
- What EWOV Can Investigate
- Who Can Make Complaints and When
- Who Can Be Complained About
- What EWOV Can't Investigate
- How EWOV Considers Complaints