The Energy and Water Ombudsman (Victoria) (EWOV) complies with the National Benchmarks for Industry-Based Customer Dispute Resolution Schemes 1997. In doing so, EWOV has developed case handling policies and procedures to ensure that its service is effective and efficient. This includes ensuring that complaints are dealt with by the appropriate process.
In progressing cases, EWOV handles complaints independently and within the framework of what is fair and reasonable, what constitutes good industry practice and what lies within current laws. Appendix One elaborates further on EWOV’s independence and outlines EWOV’s fair and reasonable bubbles. Refer to EWOV's Investigated Complaint Progression Procedure for full details.
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
Tips to avoid upgrades
Regular communication with customers and Scheme Participants
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’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.
For a list of cases that have reached a Binding Decision to date, please click here.