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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.
also see:
Complaint categories
Issue categories
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