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Our Role
EWOV has a responsibility to identify systemic issues and potential compliance issues and, as appropriate, report these to relevant companies and regulators. Systemic issues can adversely affect large numbers of customers and/or particular customer groups, sometimes on an ongoing basis. Some customers contact us, but others don't. By being proactive about reporting potentially systemic issues, we can work with companies and regulators to bring about redress, reduce possible wider impact and minimise complaints.
Our role with respect to energy-related systemic issues is to identify them and report them to the relevant regulator for investigation and subsequent action. Until June 2011, this is the Essential Services Commission. It is due to be the Australian Energy Regulator from July 2011. Our role with respect to water-related systemic issues is to identify, investigate and seek redress for all affected customers and report the outcomes to the Victorian Department of Sustainability and Environment.
How we define an issue as systemic
An issue, problem or change in company policy or practice that affects, or has the potential to affect, a number of customers. The issue may be caused by, but is not limited to, one or more of the following:
- a system change;
- an alteration in performance levels (i.e. quality of supply, access to call centre);
- a policy or procedure;
- a lack of clear regulatory guidelines;
- regulatory non-compliance;
- the conduct of an energy or water provider's employee, agent, servant, officer or contractor;
- the action of a stakeholder (e.g. legislative or regulatory change leading to misunderstanding or misapplication of the change).
A closer look at some of the systemic issues we investigated in 2009-2010
For 10 years residential customers paid for all water used in the complex
Nominated bank accounts direct debited earlier than scheduled
Administration fee on bills for standard solar contracts
Disconnection activity following arrears transferred between accounts
Disconnection notices showed wrong EWOV number
Concession details lost in the system
Refundable advances sought before other options
Merchant fee wrongly applied
A closer look at some of the systemic issues we investigated in 2008-2009
A hardship form required detailed and personal information
Locating refundable advances paid prior to privatisation
Refundable advances inappropriately requested
Network tariff were being rounded up
Inaccurate marketing conduct
2007-08 Cases
Incorrect billing of solar generation customers
Double-billing of network charges
Multiplier not applied to electricity bills
Gas bottle fee wrongly charged
Billing system error led to billing delays
Customers wrongly charged a distributor pass-through cost
Undercharging for gas consumption
Reminder notices sent in error
Customers unable to get through to contact centre
Direct debits greater than customers had agreed to
Customers not notified of planned outages
Inconsistent advice to customers of EWOV’s phone number
New connection requests not processed
Concession entitlements potentially affected
Inaccurate usage graphs on bills
High catch-up bills after false meter reads
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