EWOV’s foundation documents are the EWOV Limited Constitution and the EWOV Charter.
Constitution
The EWOV Limited Constitution governs the operations of the company, EWOV Limited.
Among other things, the Constitution covers board appointments structure and operations, appointment of the Ombudsman, approval of industry participants in the EWOV scheme, approval of the scheme’s annual funding and budget, and the regular scheme reviews.
Overseeing the scheme is the EWOV Limited board of directors, with its equal consumer and industry representation.
Charter
The EWOV Charter explains the foundations of the EWOV dispute resolution scheme and the obligations of EWOV’s scheme participants to comply with the Charter’s terms.
It sets out EWOV’s functions, jurisdiction, procedures, powers, responsibilities, business plans, annual funding figures, budgets, and the respective roles of the Ombudsman and the Board.
Overview
We can assist with most issues that arise between customers and electricity, gas and water companies—including the provision and supply of a service, the failure to provide or supply a service, billing, credit, payment arrangements, disconnection and restriction, marketing, transfer, poles, wires, pipes, vegetation management and access to land.
We provide impartial advice, information and referral in response to enquiries.
We use alternative dispute resolution processes to resolve energy and water complaints impartially, informally and speedily. Our aim is to achieve fair and reasonable outcomes, having regard to good industry practice and the law.
From the cases we receive, we identify potential systemic issues and, as appropriate, report these to the relevant energy or water company and industry regulator.
We put information about energy and water complaints, issues and trends into the public arena.
We work with energy and water companies, regulators and consumer groups to drive customer service improvements and help prevent complaints.