Complaints about our work

Compliments and complaints about our service and our case handling

From time to time, we receive compliments or complaints about our service or how we’ve done our job. Compliments and complaints can be made to EWOV over the phone or in writing (ewovinfo@ewov.com.au).

If you make a compliment about a staff member, we will pass it on to them and their manager.

We also take complaints about the operation of the EWOV scheme, our case handling or how a staff member has done their job. If you make a complaint to us about our service or how we’ve managed your case, we will accept your complaint openly, treat it seriously and investigate it in a fair, independent and timely way. We will acknowledge your complaint within two business days from receiving it, and we will aim to finalise our investigation into your complaint and to let you know about the outcome within 10 business days. We keep a record of complaints so we can respond to the individual complaint and improve our service.

We have a policy which sets out how we deal with compliments and complaints in more detail. You can access a copy of our Compliments and Complaints about EWOV policy here.

Other types of complaints

Some types of complaints about EWOV are dealt with in a different way. You can find more information below.

Complaints about cases closed after a fair and reasonable assessment

We may decide to close an Investigation because we think a company’s response and/or offer are fair and reasonable. If we close a case because we think a company’s response and/or offer is fair and reasonable but the customer doesn’t agree, they can ask us to do an internal review of our investigation into their complaint. The customer will need to establish the grounds for an internal review.

Please refer to our Internal Review Policy for more information.

Complaints about privacy

We comply with the Privacy Act 1988 (Cth) and the Australian Privacy Principles with respect to the collection, retention, storage and disposal of personal information. Please refer to our Privacy Policy for more information.