James has over 20 years experience in leading operational teams and driving sustainable change and innovation in ‘for purpose’ environments. James has worked in the UK and in Australia in not-for-profit, local and state government sectors in customer facing, strategic and project management roles.
Before joining EWOV, James worked in the Victorian Public Service, delivering outcomes in a variety of fields, including the design and delivery of a Victorian Bushfire Royal Commission recommendation to assist landowners following the 2009 bushfires. His last four years in the VPS were in the statutory role of Registrar, Births, Deaths and Marriages and Director, Adoption Services. In this role, James delivered a number of initiatives focused on improving engagement with Aboriginal, LGBTIQA+, and communities experiencing vulnerability and disadvantage. This also included delivering a pilot project with EWOV and Council of the Ageing, to notify energy retailers of a customer death (now a national service).
James joined EWOV in January 2021 as Head of Operations and Experience where he has been focused on working with the team to deliver improvements to the way we work with customers and members to more effectively resolve energy and water disputes.
The EWOV Limited Board is responsible for the business affairs and property of the company, including corporate governance, budget setting, risk management, strategic planning, appointing the Ombudsman and ensuring the Ombudsman's independence.
The Board is made up of:
- four directors appointed by our industry members
- four directors appointed from groups representing customers of electricity, gas or water services or raising public interest issues relevant to electricity, gas or water services
- an independent Chairperson.
Paul Sheahan AM
Chairperson, appointed November 2014
Made a Member of the Order of Australia in 2014, Paul Sheahan has considerable executive knowledge as a board member and was previously the President of the Melbourne Cricket Club.
A former Australian test cricketer, Paul has held the positions of Headmaster at both Melbourne Grammar and Geelong College.
Paul is also Chairman, Christ Church Grammar School and a Board Member of DrinkWise Australia Pty Ltd.
Consumer Director, appointed July 2021
Lauren was appointed Chief Executive Officer to establish the Consumer Policy Research Centre in May 2017. She has worked in a range of policy roles across the corporate, government and not-for-profit sectors for over a decade, including senior policy roles in the New South Wales Government.
Lauren holds a Bachelor of Resource Economics (Hons) from the University of Sydney. Graduate Diploma in Psychology at Monash University and has undertaken further study in behavioural economics at the London School of Economics, the Executive Program for Non-profit Leaders at the Stanford Graduate School of Business, and Cranlana Centre for Ethical Leadership.
Passionate about the people side of markets, Lauren supports cross-sectoral collaboration, interdisciplinary research and diversity of thought and experience when tackling complex policy issues.
Consumer Director, appointed August 2014
Gerard Brody is CEO of the Consumer Action Law Centre, an independent, not-for-profit consumer organisation based in Melbourne. Consumer Action provides financial counselling, legal advice and representation to support vulnerable and disadvantaged Victorians and draws on its direct knowledge of the consumer experience in modern markets to pursue consumer interest campaigns and policy reform at both state and national levels.
Gerard is also the Chair of Consumers’ Federation of Australia, the peak body for consumer organisations in Australia, representing a diverse range of consumer groups, including most national consumer organisations.
Consumer Director, appointed June 2013
Gavin Dufty is the Manager of Policy and Research at the St Vincent de Paul Society Victoria. He has worked for over 30 years in the community welfare sector representing the interests of low income and disadvantaged consumers. In 2001, he was awarded a Centennial Medal for services to the community.
Industry Director, appointed August 2018
Peter Quinn is a Fellow of the Australian Institute of Company Directors and a Fellow and past President of the Institute of Water Administration.
He holds an Executive MBA from the Australian Graduate School of Management, and has Board experience in a range of sectors. Peter was Managing Director of Goulburn Valley Water until August 2020 and continues as the water sector representative on the EWOV Board.
Industry Director, appointed August 2014
Jonathan Briskin is the Executive General Manager, Origin Energy and Director of Octopus Energy. Jon leads Origin Energy’s teams responsible for energy sales, marketing, product development and service experience for Origin’s customers. Jon has held various roles leading customer operations, service transformation and customer experience redesign.
Eugenio (Gino) Fragapane
Industry Director, appointed October 2015
Gino Fragapane is one of AGL’s Senior Leaders and heads up the Connections & Billing Operations Team within AGL’s Customer Markets Division. He has over 25 years of experience in the energy industry.
Gino has a comprehensive, end-to-end understanding of energy markets and his experience includes financial and management accounting. More recently, his focus area has been on commercial leadership roles including customer market operations, network strategy and revenue assurance.
Industry Director, appointed April 2021
Joanne Pafumi is the General Manager Corporate Affairs for electricity distribution networks CitiPower, Powercor and United Energy. Her team aims to build customer and stakeholder trust in the networks to deliver reliable, safe and affordable power and enable new energy choices. This includes supporting direct customer relationships for all forms of network connections including solar PV and emerging technologies.
Joanne brings a diverse background in mining and resources and experience in community development, socio-economic planning and Indigenous affairs.
Joanne holds a Bachelor of Communication, a Graduate Diploma of Applied Finance and Investment and is a graduate of the Company Directors Course (Australian Institute of Company Directors).
Consumer Director, appointed October 2016
Ronda Held has served in leadership and governance roles in the community services sector, in government positions, as a consultant and educator, and in national advocacy and capacity building roles. Her focus has been on improving supports for older people and people with disabilities to live full lives in the community. Ronda previously served as Chair of the Consumer Policy Research Centre Board (formerly the Consumer Utilities Advocacy Centre) and CEO of Council on the Ageing (COTA) Victoria. She is currently a Board member of South West Healthcare.
Company Secretary, appointed October 2008