EWOV's Position Statements detail our general approach to resolution, though each complaint will be considered on a case-by-case basis.
The Position Statements are based on our experience handling specific types of complaints and take into account the relevant laws and codes, good industry practice and what EWOV will look at when reaching a fair and reasonable outcome. The Position Statements will give Scheme Participants an overview of the information that we consider relevant to the investigation, conciliation and resolution of the particular type of complaint. The Position Statements will also ensure consistency in how we manage complaints about a particular issue.
The Position Statements are general in nature and intended to provide guidance on how EWOV will approach different complaint issues. They are not intended to be definitive or prescriptive and each complaint will be considered individually.