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EWOV Connect - Spring 2009
Message from the Ombudsman
Contacting EWOV
We work hard to ensure customers and their representatives can contact us easily, when they need to.
It's good customer service—and there’s no point in an external dispute resolution scheme making itself hard to contact. We also do it in line with the ‘Accessibility’ principle of the Benchmarks for Industry-Based Customer Dispute Resolution Schemes (the National Benchmarks).
If you ring us on the 1800 number, you’ll hear a message from me first—the phone will then be answered by a person—there are no menus to navigate.
If you're acting for a client, we'll need an Authority to Act—we're happy to accept your form, or we'll send you one of ours—we have them in several languages.
Where a customer needs to ring on a mobile phone, we're happy to ring them back.
Our website has an online complaint form—for people who prefer to get in touch with us that way.
We have a free number for people faxing documents or a written account of their complaint.
We've recently introduced reply-paid post.
For customers whose first language isn't English, we can set up a three-way call with an interpreter—we just need to know which language.
For customers with a speech or hearing impairment, we can work through the National Relay Service.
So, we’re ready, willing and easy to reach … keep the contact information on page 8 handy and feel free to pass it on.
Fiona McLeod
Energy and Water Ombudsman (Victoria)
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