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Things EWOV can and can’t deal withEWOV Charter
The EWOV Charter (sections 3 and 4) sets out the Ombudsman’s functions and jurisdiction.
What we can deal with
the provision and supply of electricity, natural gas, liquefied petroleum gas (LPG) and water services
failure to provide or supply those services
billing
credit and payment services
electricity and gas disconnections and water restrictions for debt
refundable advances (security deposits)
land and property issues
matters referred to us by the Essential Services Commission
matters referred to us by an electricity, gas or water company — with the consent of the person complaining.
What we can’t deal with
the setting of prices or tariffs
commercial activities outside of an energy or water company's licence or core business
the content of Government policies, legislation, licences and codes
complaints which are being or have been considered by a court or tribunal
any matter specifically required by legislation
customer contributions to the cost of capital works
events beyond an energy or water company's reasonable control, and their consequences, bearing in mind current law and reasonable and relevant industry practice
actions taken by an energy or water company, and their consequences, at the direction of a person or entity having regulatory or administrative power.
Most common issues
In 2007/08, billing made up 48% of all issues in the cases EWOV received — most commonly high bills, billing errors and meter issues.
Credit followed at 13% — most commonly about the disconnection of electricity or gas or the restriction of water for debt, payment difficulties and credit collection activities.
Read some of our case studies.
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