The State Electricity Commission of Victoria was set up in 1918 to be the state-owned electricity generator, transmitter, distributor and supplier for Victoria. In the 1990s, electricity supply was privatised and, as part of the transformation of Victoria's electricity industry, the need for a free dispute resolution service was identified.
The Electricity Industry Ombudsman (Victoria) was formed by six electricity companies. Other electricity companies joined the scheme, followed by gas companies in 1999 and water companies in 2001. Our name changed from the Electricity Industry Ombudsman (Victoria) to the Energy and Water Ombudsman (Victoria).
Electricity, gas and water companies that fall within our jurisdiction must become members of EWOV and their customers can come to us for free with enquiries or complaints for most issues. The electricity, gas or water company is then charged a fee by us for dealing with the customers' enquiries or complaints.
Our jurisdiction has expanded over the years as the energy and water market has changed and reforms have been introduced. For example, in mid-2018 Embedded Networks were added to our jurisdiction.
We continue to provide fair, independent and free dispute resolution for Victorian customers. We also participate in policy and reform discourse, offering insights into our case trends and data, and we identify systemic issues that companies and regulators can address to improve outcomes for customers.
Catherine has experience in leadership positions across utilities, financial services and professional services.
Prior to joining EWOV, Catherine was the Customer Advocate at NAB, working in a senior role with the Board and Executive of one of Australia’s largest organisations. She has a track record of leadership in Australia and the UK, with a particular focus on dispute resolution and fair outcomes in regulated markets. Catherine held the position of Ombudsman at the UK Financial Ombudsman Service for seven years and led that organisation’s systemic issues and external engagement function. She has also held positions as Board Director of the Australian Telecommunications Industry Ombudsman, Panel Member at the Australian Financial Services Ombudsman, Chair of the Economic Abuse Reference Group and is a current Board Director of the Victorian Legal Services Board.
EWOV Annual Report 2023 Media Release 162.68 KB
EWOV Reflect quarterly report May 2023 media release 143.71 KB
EWOV Media Release Annual Report 2022 141.28 KB
New Ombudsman announcement 471.56 KB
Billing, credit and provision tp the list of energy and water issues 234.74 KB
Access and fairness for energy and water customers 38.68 KB
An extraordinary year of unusually low energy and water cases 605.07 KB
EWOV media release Power price rise warning for fixed rate mortgage holders 1 August 2023 PDF 164.90 KB