Constituent documents
EWOV’s jurisdiction is set out in two constituent documents, the EWOV Limited Constitution (clause 3) and the EWOV Charter (clauses 3 and 4).
In summary, our jurisdiction extends to:
a) complaints about the provision or supply of (or the failure to provide or supply) electricity, gas or water services by a scheme participant to a customer as required by a licence or agreement, under legislation or under an applicable industry code
b) billing disputes
c) the administration of credit and payment services in the circumstances of a particular customer
d) disconnection, restriction and refundable advance complaints
e) complaints from owners or occupiers of land or other property about the way in which a scheme participant has exercised its statutory powers in relation to that particular land or other property or in relation to neighbouring land or other property
f) complaints referred by the Essential Services Commission in relation to the conduct of a scheme participant’s electricity, gas or water services business
g) such other complaints as may, by agreement with the Ombudsman and the complainant, be referred to the Ombudsman by a scheme participant.
In summary, our jurisdiction doesn’t extend to:
a) the setting of prices or tariffs or determining price structures
b) commercial activities of a participant outside of their energy or water functions
c) the content of Government policies, legislation, licences and codes
d) complaints specifically under consideration by any court or tribunal, or which have been considered by any of those bodies previously
e) any matter specifically required by legislation, codes, licences, and orders made in accordance with the law, or any matter which, under an agreed working procedure with the Essential Services Commission (ESC) or another relevant government authority, is to be handled by the ESC or another government authority as the case may be
f) customer contributions to the cost of capital works
g) events beyond the reasonable control of a scheme participant and their consequences, bearing in mind current law and reasonable and relevant industry practice
h) actions taken by a scheme participant and their consequences, in execution of a direction, notice or other like instrument received by the scheme participant in relation to facilitating the reliability of the supply of water services, gas or electricity, facilitating the security of a water services, gas or electricity system, a water services, gas or electricity emergency or a matter of water services, gas or electricity safety and issued by a person or entity having regulatory or administrative power to issue the direction, notice or instrument.