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Complaint typesCOMPLAINT CATEGORIES
(From 1 July 2009)
Unassisted Referral
Where a customer hasn't yet contacted their company about their complaint, EWOV provides an unassisted referral. This means we give the customer an overview of their rights and responsibilities, suggest questions they should ask of their company, and refer them to their company’s contact centre. We refer a small number of complaints elsewhere, e.g. to the Essential Services Commission.
Assisted Referral
Where a customer has contacted EWOV after one unsuccessful contact with their company — or where the customer has had two or more unsuccessful contacts with their company, but chooses to give the company a final opportunity for direct resolution rather than move to an EWOV investigation — we provide an assisted referral. A higher-level staff member within the company must contact the customer by close of business the following business day. If the customer can't be contacted by phone, the company has extra time to send a letter.
Stage One complaints
A complaint at Stage One has been identified, by either the company or EWOV, as straightforward and likely to be resolved within 14 days. We negotiate with the company’s complaints team to achieve this.
Stage Two complaints
Stage Two complaints are fully investigated by EWOV. The company has 14 days to respond. After that, a Conciliator works with the company and the customer to find a satisfactory resolution.
Stage Three complaints
These are investigated complaints upgraded from Stage Two because they weren’t resolved at that stage. Once a complaint reaches Stage Three, the company has a further 14 days to respond. If there’s no response in that time, or the response is unsatisfactory, the complaint can be upgraded to Final Stage.
Final Stage
These are investigated complaints upgraded from Stage Three because they weren’t resolved at that stage. If a conciliated outcome is not achieved within 60 days, the complaint will be either referred to the Ombudsman for Binding Decision or, where we don't believe further investigation is warranted (e.g. we may decide the company has made a fair and reasonable offer, whether or not the customer wishes to accept that offer), the complaint will be closed.
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