Please note that the following answers are general in nature and not necessarily comprehensive. If you have any specific questions, please contact us.

What does EWOV do?

EWOV has the power to investigate and resolve disputes between Victorian consumers and their energy and water companies.

The aim is to settle problems fairly and independently, and as speedily as possible.

EWOV also provides advice to the industry regulators, and energy and water companies, about any systemic problems which need to be addressed.

EWOV's organisational structure here

Who can use EWOV?

EWOV's services are free and available to all Victorians, including residential and business customers.

What powers does the Ombudsman have?

The Ombudsman can deal with the following issues:

• the provision and supply of electricity, gas (natural and LPG) and water services
• billing issues
• credit and payment services
• disconnections and restrictions
• refundable advances (security deposits)
• land and land access, including vegetation management
• matters referred by the Essential Services Commission
• matters referred by an electricity, gas or water company with the consent of the complainant

Most complaints are settled through discussion and agreement between the customer and their company, but, in the event they are not, the Ombudsman can resolve a complaint by:

• making a determination that a company pay compensation to a complainant
• directing a company to provide an electricity, gas or water service
• directing a company to amend, or not to impose, a charge in relation to a service
• directing a company to supply goods or services the subject of the complaint or undertake any necessary corrective or other work to resolve the complaint
• directing a company to make an appropriate correction deletion or addition to a record
• directing a company to attach to a record a statement provided by the complainant of a correction, deletion or addition sought by the complainant
• directing a company to do, not to do, or to cease doing, an act, or by
• dismissing the complaint.

The total of any Binding Decision relating to an individual complaint cannot exceed $20,000. Where all parties agree the limit may be increased to $50,000.

What can't the Ombudsman do?

The Ombudsman can't deal with complaints relating to:

• the setting of prices or tariffs
• commercial activities outside of an energy or water company's licence or core business
• the content of Government policies, legislation, licences and codes
• complaints which are being or have been considered by a court or tribunal
• any matter specifically required by legislation
• customer contributions to the cost of capital works
• events beyond an energy or water company's reasonable control, and their consequences, bearing in mind current law and reasonable and relevant industry practice
• actions taken by an energy or water company and their consequences
• actions taken at the direction of a person or entity having regulatory or administrative power.

How do I lodge a complaint?

Before you make a complaint to EWOV, you must try to resolve the problem with your energy or water company directly. You can do this by calling the company's customer service line and discussing your problem with a customer service representative. If you need to do this, but are not sure who to ring, check here.

After talking with the company and you are still dissatisfied, you can lodge a complaint with EWOV by phone, fax, letter, email or using our on-line complaint form here

What are the most common issues in cases handled by EWOV?

In 2006/07, billing made up 39% of the issues raised by customers overall, most commonly high bills, billing errors and fees and charges.

This was followed by retail competition at 21%. In relation to switching energy retailer, customers most commonly raised concerns abut transfer errors, information provision and contract terms and conditions. The most common energy marketing issue was door-to-door sales, ahead of phone sales.

Credit was the third most common issue at 18%, in particular account arrears and disconnection of energy supply.

These case studies will give you some insight into recent issues we've dealt with.

How do I contact my electricity, gas or water company?

Click here for contact details for all companies participating in the EWOV scheme.

I have a question which wasn’t answered above

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