"This significant increase in customer dissatisfaction builds on similar increases for several years now. Behind each of the 23,284 complaints was someone whose household or livelihood was affected by a breakdown in some aspect of their relationship with their energy or water company.

It’s been said to me that EWOV cases represent a small percentage of all the Victorian transactions processed by energy and water companies. My answer is that it should never be considered normal or acceptable that 23,284 Victorians—94% of them households, many with multiple occupants who were also directly affected—were faced with essential services problems they felt they needed independent help to resolve. Doubled, these 23,284 customers would become a projected 46,568 Victorian customers lodging complaints with EWOV in 2010/11. On current trends though, we are anticipating 2010-11 complaints will be closer to 50,000.

In short EWOV is facing complaint increases of between 21% and 30% on 2009/10."

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Fiona McLeod's Resolution 29 Briefing Webcast

Resolution 29 [4.8 MB]