Aiming for faster complaint resolution

You'll be aware that EWOV classifies complaints according to whether the customer has already contacted their company—and whether the matter falls within our jurisdiction.

Aiming to achieve faster resolution of complaints, we've made changes to both complaint category names and complaint processes.

We now have unassisted referrals (where a customer who hasn't contacted the company is referred to its call centre), assisted referrals (where the company's higher level staff must ring the customer within 24 hours) and investigated complaints.

There are four stages of investigated complaints. Stage 1 is new—it makes permanent a 'facilitated conciliation' process we've been using informally for quite a while—where we and the company agree that it's a straightforward matter, the complaint is fast-tracked and the process is less formal.

View our new complaint categories.


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