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ResolutionResolution is EWOV's mid-year newsletter.
Snapshot: July - December 2009
Caseloads Remain High
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Compared with
Jul-Dec 2008 |
Compared with
Jan-Jun 2009 |
| Cases |
up 15% |
down < 1% |
| Total complaints |
up 8% |
down 6% |
| Investigated complaints |
up 19% |
up 1% |
Cases by industry
- 66% electricity
- 26% gas
- 5% water
Most common issues
- 44% billing
- 14% customer service
- 13% transfer
- 13% credit
Outcome achieved
- 91% of cases closed within 28 days
- 91% of investigated complaints conciliated
- 1,067 payment plans negotiated
- 1,536 apologies by companies
- $1,508,809 in billing adjustments, fee waivers, payments in recognition of customer service issues, guaranteed service level payments and debt reductions/waivers
Energy and Water Ombudsman(Victoria)
An Overview
Since opening in 1996, the EWOV scheme has handled almost 215,000 energy and water cases, mostly residential.
EWOV deals in complaint resolution, not advocacy. Issues are resolved on a fair and reasonable basis — its staff do not act on behalf of, or advocate for, any of the parties.
EWOV provides an alternative to formal legal processes — comparatively speedy, informal, accessible and impartial. It deals first and foremost in what is 'fair and reasonable', considering good industry practice and current law.
An industry-based scheme, EWOV's costs are borne by the companies against whom cases are received. There is no charge to customers.
Most of the complaints EWOV investigates are conciliated. Where a complaint remains unresolved after detailed investigation and negotiation, the Ombudsman may make a Binding Decision. To date, it has been necessary for the Ombudsman to make 36 Binding Decisions only and none since 2003 — evidence of the effectiveness of EWOV's dispute resolution processes.
While EWOV has been set up to conciliate individual cases, it also has a responsibility to identify systemic and potential compliance issues—and, as appropriate, report these to the companies concerned and regulatory authorities. Identification of issues in this way helps companies improve their policies and procedures, thus improving service to customers.
With 47 energy companies and 19 water companies, EWOV has coverage of the Victorian energy and water industries. Originally the scheme dealt with electricity cases only. It expanded to include natural gas cases in 1999. In 2001, it expanded further to include metropolitan, regional and rural water cases. Since 2005, it has also received LPG (liquefied petroleum gas) cases.
EWOV's success has been openly acknowledged by customers, their representatives, the Victorian utility industry and industry regulators.
EWOV is legally separate from, and independent of, the energy and water companies and the government. Overseeing the scheme is the Board of EWOV Limited, a company limited by guarantee. EWOV's independence is reflected in the composition of the Board, which has an independent Chair and equal numbers of industry and consumer Directors.
Resolution Downloads
Resolution Bulletin presents the highlights of Resolution 28 in an easy-to-read, two page format.
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If you have a question about an EWOV publication, you can email us
Previous issues
Resolution 27 Jul - Dec 2009
Resolution Bulletin 12
Media release
Resolution 26: Jan - Jun 2008
Resolution Bulletin 11
Resolution 26 media release
Resolution 25: Jul - Dec 2007
Resolution Bulletin 10
Resolution 25 media release
Resolution 24: Jan - Jun 2007
Resolution Bulletin 9
Resolution 24 media release
Resolution 23: July - Dec 2006
Resolution Bulletin 8
Resolution 23 media release
Resolution 22: Jan - Jun 2006
Resolution Bulletin 7
Resolution 22 media release
Resolution 21: Jul - Dec 2005
Resolution Bulletin 6
Resolution 21 media release
For earlier issues of Resolution, you can email us
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Resolution 28
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