EWOV's approach to dispute resolution
EWOV provides energy and water customers with an alternative to formal legal proceedings. 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).
Before we accept a complaint for investigation, the company must have had a reasonable opportunity to resolve it through its own internal dispute resolution (IDR) process.
We aim for a conciliated outcome, with the customer and the company agreeing on a resolution and what needs to be done to achieve it. We do not act as an advocate for either party.
We uncover the facts impartially, helping both parties better understand the issues and each other's point of view. This is particularly important where the relationship between them has broken down and would benefit from rebuilding.
Among our resolution tools, we find site visits and conciliation conferences (independently facilitated by us and attended by the customer and the company) particularly useful.
In arriving at an independent view of what happened, we take account of what’s fair and reasonable, good industry practice and current law.
If, in the end, the complaint can’t be conciliated, the Ombudsman has the power to make a decision. This decision is binding on the company, if the customer accepts it. Otherwise, the customer may choose to take action in another forum, such as a court.
- Contact your company first
- How to lodge a complaint with EWOV
- Information you will need to give us
- Acting for someone else
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