We use the overall term ‘case’ for all customer contacts with EWOV. Each case is registered and classified as either an enquiry (a request for information) or a complaint (an expression of dissatisfaction).
When a customer contacts us with an enquiry, we provide them with general information and, usually, we also refer them to their energy or water company. Sometimes we refer them to another body, such as a regulator or a government department.
We define a complaint as an expression of dissatisfaction regarding a policy, practice or customer service performance of an energy or water company, where a response or resolution is explicitly or implicitly expected. Your complaint may initially be referred back to the contact centre or someone higher up at your electricity, gas or water company.