How we handle cases | Got a Problem? | Energy and Water Ombudsman (Victoria)

the many ways that EWOV can help How to make a complaint How we handle cases Things EWOV can and can’t deal with Questions customers often ask us Understanding a high bill Help with paying bills Your supply has been cut off Concessions and grants information Pricing and billing Moving in or out Switching energy retailer Using energy and water efficiently Protecting consumers About meters Smart Meters Power interruptions and surges Trees and powerlines Rental housing	How we handle cases Case types EWOV uses the term ‘case’ for all matters customers contact us about. Each case is registered and classified as either an ‘enquiry’ or a ‘complaint’, based on how the customer presents it. An ‘enquiry’ is a request from a customer for general information. A ‘complaint’ is an expression of dissatisfaction regarding a policy, practice or customer service performance of an energy or water company — where a response or resolution is explicitly or implicitly expected. See also: Complaint types Issues categories How we investigate complaints		Download a pdf of Fact sheet 1