Our Vision
EWOV will be the most effective and highly regarded Ombudsman scheme in Australia and among the world’s best practice schemes. We will be responsive to consumer and customer needs, and respected by energy and water providers, regulators and legislators. We will be an employer of choice.

Our mission
We will achieve our vision by:

• vigorously maintaining our independence and high professional standards
• living our cultural values
• implementing effective and efficient processes
• continuously benchmarking our performance against world’s best practice and introducing improvement
• maintaining consumer awareness
• building customer capability
• working with energy and water providers to encourage the ownership and sustainable resolution of complaints
• developing our staff through training, and professional and personal mentoring
• valuing and acknowledging the contribution of our staff
• providing a safe, healthy and flexible working environment
• evaluating and applying new technologies
• looking ahead for social, economic and legislative issues likely to impact on EWOV’s policies or processes.

What is an Ombudsman?

Download ANZOA's Policy Statement (Feb 2010), the Australian and New Zealand Ombudsman Association's (ANZOA) Essential Criteria for describing a body as an Ombudsman.

'A systemic issue may be an issue, a problem or change that affects a number of customers.'