Engagement Principles - How we work with you These principles explain how we engage with consumers, their representatives, and energy and water providers as part of our work.
High energy bills Information to help residential customers understand why they may have received a bill that is higher than usual.
High water bills Information about higher than expected water bills for residential customers.
Estimated bills Explains when and why bills are issued based on estimated meter readings.
Back-billing, refunds and lost payments Information about energy and water back-billing, refunds and the problems that can arise with payments.
Concessions and grants Do you have a concession card? You may be eligible for concessions on your electricity, gas and water bills.
Energy payment difficulties Under the Victorian Energy Retail Code of Practice your retailer must help you manage your bills if you cannot pay them on time.
Disconnection and restriction for debt This fact sheet will be help you understand your rights and responsibilities and the assistance which may be available to you.
Moving into transitional housing? Helping transitional housing tenants avoid energy and water hassles.
Solar feed-in tariffs Here are some answers to frequently asked questions relating to the solar approval and connection process.
Energy service orders Why things can go wrong with energy service orders and the rules and timeframes that apply to different types of electricity and gas service orders.
Electricity, gas and water meters Explaining different meter types and how technology is changing.
Energy marketing Your rights and the rules about door-to-door and telephone energy marketing.
Switching energy retailers and plans Information for if you're thinking of changing your energy company, or if you're contacted by an energy sales representative.
Charges on water bills (metropolitan water corporations) Explains the main charges on the bills of residential water customers in Greater Metropolitan Melbourne - and how and when these charges are applied.
Charges on water bills (regional urban water corporations) Explains the main charges on the bills of regional water customers.
Water licensing and EWOV Help with deciding where to lodge your complaint about water licensing.
EWOV for MPs Information for Victorian Members of Parliament and Electorate Officers.
EWOV and LPG The role of the Energy and Water Ombudsman (Victoria) (EWOV) in handling cases about LPG (also known as bottled gas).
Bulk hot water Information for Victorian consumers about bulk hot water and answers to some frequently asked questions.
Credit default listings and debt collection Information about energy and water credit default listings, the default listings process and debt collection activity.
Planned and unplanned energy and water supply outages Information about energy and water supply outages and associated issues.
Acting on behalf of someone with an EWOV complaint This fact sheet explains how authorised representatives can act on behalf of customers with energy and water complaints.
Moving in and out of a property What to do to get your energy and water accounts set-up and closed when moving in and out of a property.
Saving energy at home How you heat and cool your home, heat water and use your fridge and freezer can bring down your energy bills.
Embedded network basics Information about embedded networks, the rights of embedded network customers and how EWOV can help.
Switching for consumers in embedded networks What to do if you are in an embedded network and want to switch providers.
Water payment difficulties Your water company is required to tell you about the help available including payment options.
What is a best offer? A best offer is the cheapest generally available offer from your energy retailer compared to your current plan.
Family Violence support Energy and water providers must offer assistance to consumers impacted by family violence.
Life support equipment Protections for Victorians with life support equipment.
Solar FAQs General Information about issues with solar, including the connection process and how to check your bill.
Managing my energy account Now that EWOV has closed your case, we have referred you to a specialised team at your energy retailer to help you stay on top of things.
Water in gas pipes Explains the reasons for water-related faults including what can happen when water gets into pipes, and what distributors are doing about it and what kind of compensation may be payable.
Cost of capital contribution Explains the payments made by customers who want to make a new connection to a distribution network.
Service to property charges Explains the fixed charges for supplying electricity or gas to properties.
Automatic transfer to a new energy company On rare occasions, your electricity or gas company may stop operating due to financial or compliance problems and you’ll be automatically transferred to a new company.
Privacy complaints This fact sheet provides information to help you understand when EWOV can take a privacy complaint.
Land access complaint progression If either the landholder or the transmission company objects to EWOV's Fair and Reasonable Assessment (see our information on the investigation stage of the complaint process), we may progress the complaint to Recommendation.
Land access investigation stage If a landholder and a transmission company can’t resolve a complaint at the referral stage, we progress the complaint to the investigation stage. For more information about the referral stage, read our Land access referral stage fact sheet: ewov.com.au/fact-sheets/land-access-referral-stage.
Land access preliminary assessment If a complaint can’t be resolved at the referral stage, we progress the complaint to the investigation stage. For more information about the referral stage, read the Land access referral stage fact sheet: ewov.com.au/fact-sheets/land-access-referral-stage.
Land access referral stage How we raise land access complaints.
Land access frequently asked questions Answers to your common questions about land access complaints.
Land access remedies and compensation In issuing a Fair and Reasonable Assessment, Recommendation or Final Decision, EWOV may consider whether it’s fair and reasonable that a transmission company pay monetary compensation for the loss suffered by a landholder as a direct result of the transmission company’s conduct. Other forms of remedy are also available to EWOV.
Obligations under the Land Access Code of Practice Electricity transmission companies have obligations under the Land Access Code of Practice (LACOP).
Land access roles and responsibilities There are many different entities who play a part in building transmission projects, regulating access or setting up Victoria’s policies and laws in relation to transmission. We summarise their roles and responsibilities below.
List of Victorian transmission projects A list of Victorian transmission projects currently planned or underway in the state.
Paying with bills of exchange/promissory notes For the purposes of our complaint handling process, we don't recognise bills of exchange or promissory notes as payment for an energy or water bill. You should use another payment method that is accepted by your provider to avoid the risk of debt collection, credit reporting, disconnection or other action.