Annual Report 2005
(released Thursday 17 November 2005)

We received 19,158 cases, up 39% from 13,767 last year:

• 14,069 Enquiries, up 32% from 10,658
• 5,089 Complaints, up 64% from 3,109

We resolved and closed 4,782 Complaints, up 53% from 3,123 last year.

We dealt with case increases across all industries:

• electricity cases (13,491) were up 40% from 9,624
• gas cases (3,882) were up 40% from 2,769
• dual fuel cases (529) were up 122% from 238
• water cases (1,256) were up 11% from 1,136

To understand the rise in cases, we gathered specific information from all customers contacting us. We compiled this into monthly reports for each scheme participant.

To deal with the large increase in Complaints, we implemented a number of strategies, including streamlining of some processes.

We achieved our highest Complaints closure rates ever.

The EWOV Board ensured we were provided with the resources to maintain service standards in the face of the case increases.

We introduced new procedural arrangements regarding the Victorian Government’s new wrongful disconnection payment.

We provided our staff with training on the requirements of four new industry codes.

We prepared to accept LPG (liquefied petroleum gas) cases.

We continued to report systemic and potential compliance issues to scheme participants and relevant regulators.

We made nine public submissions on regulatory and government consultation papers.