News and articles

Our Ombudsman Catherine Wolthuizen talks to better consumer protections in an evolving energy market at the Financial Counselling Victoria conference.

The Essential Services Commission (ESC) is seeking feedback about a proposed change to billing for Greater Western Water customers. We are considering the details of the ESC’s announcement.

We will continue to apply our current approach to complaints about Greater Western Water and will update this guidance if needed.

Victorians will soon find it easier to access free, independent and fair help with energy complaints, thanks to a decision by the Essential Services Commission (ESC).

We’re proud to share the final report of the Independent Review of the Energy and Water Ombudsman (Victoria), conducted by Professor Ron Paterson ONZM.

If you provide services by means of a gas distribution pipeline in an embedded network in Victoria, recent changes to the law might mean you need to join EWOV as a member by 26 May 2025.

The Energy and Water Ombudsman Victoria (EWOV) is pleased to announce the appointment of a new Chair to lead the board of EWOV Limited.

Promoting Internal Dispute Resolution and External Dispute Resolution builds consumer confidence and trust in the sector.

In May 2024, Greater Western Water moved to a new billing system. The new system caused issues for Greater Western Water customers, including delayed bills, incorrect bills, direct debit issues, missed concessions, payment difficulty and other customer service issues.

We have updated this guidance following the Essential Services Commission’s approval on 17 December 2025 of changes to Greater Western Water’s 2024–2028 customer charters.

On 13 May 2024, Energy retailer Sumo became aware of a significant data breach affecting more than 40,000 customers.