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You've contacted the company, but aren’t satisfied with its response
If you've tried, but you can't sort the matter out with your company directly, we can probably help you.
You might like to check the things we can and can’t deal with first.
If you wish to contact your company, here are links to their details:
Electricity company contacts
Gas company contacts
Water company contacts
If you seek to contact EWOV:
Ring us on 1800 500 509 (Freecall)
Calls from restricted phone services — ring 12550 (Telstra reverse charges) and quote (03) 9649 7599 — we will accept the reverse charges and the call cost.
Calls from mobile phones may attract charges — we can ring you back.
Other ways to contact us:
Online Complaint Form
Email EWOV (for complaints and enquiries)
Freefax: 1800 500 549
Post: GPO Box 469 Melbourne Vic 3001
Interpreter service: 131 450
National Relay Service: 133 677 (speech & hearing impaired)
Information we’ll need from you
- your contact details (name, phone, fax, email, address etc)
- whether your complaint relates to electricity, gas or water
- the address where the electricity, gas or water is supplied (the supply point)
- the name of the energy or water company you want to complain about
- details of the complaint (including the amounts of any bills you’re disputing and details of any information provided by the company when you contacted it about your complaint).
Joint account holders
If you are a joint account holder, please tell the other account holder that you have contacted EWOV regarding the account.
Acting on behalf of someone else
If you want somebody to act on your behalf — or someone wants you to act on their behalf — permission needs to be given.
This can be given by filling in an Authority to Act form:
Authority to Act form for an individual
Authority to Act form for a business
Authority to Act form for Members of Parliament/Electorate Officers The forms for individuals/businesses are also available in other languages—call us on 1800 500 509 if you would like a form in another language.
Third party information
Third parties are individuals not directly involved in a dispute—such as a friend or neighbour.
EWOV does not collect information that could identify a third party, unless we cannot properly investigate a matter without that information.
Please do not provide any third party information to EWOV unless it is needed for us to resolve your complaint.
If you do provide us with third party information, we may need you to contact that person, to tell them that you have provided their information to us.
After your complaint has been lodged with EWOV
Here’s a link to information on how EWOV handles cases.
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'Just call or email us — but the company needs a chance first.'
What happens next? Fact Sheet
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