Questions customers often ask us | 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	Questions customers often ask us Can the company estimate my bills? Can the company bill me back past the current period? What if I can’t afford to pay the bill by the due date? What’s a standing contract? What’s a market contract? The tariffs have gone up. Can my energy or water company do this? Does it have to let me know? What's the service to property charge? Are my energy and water bills higher than average? What’s the difference between a retailer and a distributor? Can I change my company? What about bulk hot water? Can I change my gas retailer for the hot water? How long should it take to put the power on at an existing property? How long should it take to put the power on at a new property? Maybe my meter is faulty. Can it be tested? Who pays? Do I have a right to compensation for damage (or loss of profit) from a voltage variation? Do I have a right to compensation for damage (or loss of profit) from an outage or interruption to supply?

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Last updated 05/03/10