Complaint handling

EWOV provides energy and water customers with an alternative to formal legal proceedings. An industry-based Ombudsman has a wide brief to determine what is fair and reasonable, having regard to good industry practice as well as the law.

Our approach is informal, rather than legalistic. Our processes are comparatively speedy, informal and accessible. We are also impartial, not an advocate for any of the parties.

Complaints are accepted by phone and negotiated with companies and customers over the phone and by email, providing easy access for all customers — especially those who might have difficulty preparing a written complaint.

We deal with most of the issues that arise between a customer and an energy or water company — the provision and supply of a service (or the failure to provide or supply it), billing, credit and payment services, disconnections and restrictions, refundable advances (security deposits) and land and property issues.

The cost of resolving complaints is borne by the energy and water companies against which cases are received — there is no charge to customers for our services. 

We focus on conciliation — where the customer and the company can agree on an outcome, as well as any future action each may be required to carry out.

We investigate the complaint thoroughly to arrive at an objective view of what’s happened. Our aim is to uncover the facts and help the parties better understand the issues and each others point of view. This increases the likelihood of an agreement which will satisfy each party.

The Ombudsman also has decision-making powers. These include being able to direct a scheme participant to do or not do something, undertake corrective work or pay compensation to a complainant.

Where a complaint remains unresolved after detailed investigation and negotiation, the Ombudsman may make a Binding Decision. To date, it has been necessary for the Ombudsman to make 36 Binding Decisions only.

"Wherever possible, direct resolution is the way to go."

Janine Young, Deputy Ombudsman