EWOV operates on an independent industry-based Ombudsman model.

Our processes are informal, rather than legalistic, and based on the process of alternative dispute resolution (ADR).

Our work is often described as external dispute resolution (EDR), because we are independent, impartial and external to the companies participating in our scheme (the scheme participants).

Our aim is to achieve fair and reasonable outcomes, having regard to good industry practice and the law.

While available to all customers, EWOV was essentially set up to assist residential and small business customers. There is no charge to customers for our services.

We meet National Benchmarks

Our policies and processes comply with the Benchmarks for Industry-Based Customer Dispute Resolution Schemes (National Benchmarks) published in 1997 by the Commonwealth Department of Industry, Science and Tourism.

These National Benchmarks focus on the principles of accessibility, independence, fairness, accountability, efficiency and effectiveness. 

Our vision

EWOV will provide a wholly impartial and highly esteemed dispute resolution service for Victorian energy and water consumers and our Scheme Participants.  The strength of our stakeholder relationships are paramount and our scheme will be respected by energy and water companies, customers, consumer groups, regulators and government.  We will be an employer of choice.

 

Our mission

We will achieve our vision by:

  • vigorously maintaining our independence and high professional standards
  • living our cultural values
  • implementing effective and efficient processes
  • continuously benchmarking our performance against world’s best practice and introducing improvement
  • maintaining consumer awareness
  • building customer capability
  • working with energy and water providers to encourage the ownership and sustainable resolution of complaints
  • developing our staff through training, and professional and personal mentoring
  • valuing and acknowledging the contribution of our staff
  • providing a safe, healthy and flexible working environment
  • evaluating and applying new technologies
  • looking ahead for social, economic and legislative issues likely to impact on EWOV’s policies or processes

Our guiding principles

  • Independence: impartial complaint resolution not advocacy
  • Access: ready access for individual consumers
  • Equity: fairness to all parties
  • Quality: highest professional standards
  • Effectiveness: high calibre people, supported by training and technology
  • Efficiency: optimal resource use
  • Community awareness: community awareness building
  • Linkages: effective stakeholder links and working relationships