Establishment

EWOV is industry-based. It was established in 1996 as the Electricity Industry Ombudsman (Victoria). It expanded in 1999 to include natural gas, in 2001 to include water, and in 2005 to include LPG (liquefied petroleum gas, also known as bottled gas).

To 31 October 2007, we had handled over 120,000 Victorian electricity, gas and water cases.

EWOV Charter (Jurisdiction) here

EWOV Constitution here

Our mission

• to provide independent advice, information and referral regarding energy
  and water companies
• to receive, investigate and facilitate the resolution of complaints involving
  customers of energy and water companies in Victoria and EWOV scheme participants
• to identify and where appropriate, redress systemic issues, and refer these
  to EWOV scheme participants and regulators
• to work with customer groups and industry to achieve customer service excellence

Our vision

To be a responsive, innovative and dynamic organisation, which is recognised for excellence

The principles that guide how we work

• independence: resolution not advocacy
• access: readily accessible to individual consumers of electricity, gas and water companies
• equity: fairness to all parties
• quality: highest professional standards
• effectiveness: high calibre staff, supported by training and state-of-the-art technology
• efficiency: optimal use of resources
• community awareness: foster and maintain community awareness
• linkages: effective links and working relationships with consumers, scheme participants and stakeholders

We operate according to national benchmarks

EWOV complies with the National Benchmarks for Industry-Based Customer Dispute Resolution Schemes published in 1997 by the Commonwealth Department of Industry, Science and Tourism. These benchmarks focus on the principles of accessibility, independence, fairness, accountability, efficiency and effectiveness. here