This year’s report reflects a period of transformation and growth for EWOV, and continued engagement with consumers, and the Victorian energy and water markets.
- We embedded our new case handling process to improve fairness, consistency and efficiency.
- We identified and investigated systemic issues that impacted many consumers and contributed to policy reform.
- We made several submissions to government and regulators, providing our unique insights into the consumer experience as part of a process for stronger consumer protections and fairer market practices.
- We expanded our workforce, enhanced training and launched our Reconciliation Action Plan to deepen cultural awareness and inclusion.
- The Independent Review found that EWOV is performing strongly in a complex and evolving environment and provided valuable insights that will guide our direction.
- Our Care Connect team engaged with Victorian communities and organisations, including First Nations peoples and concession card holders.
Key numbers
- EWOV received 19,529 cases in the 2024/2025 financial year, a 4% increase from the previous year.
- Investigations increased by 32%.
- Water cases increased by 122%.
- Billing cases increased by 11%.
- Provision cases increased by 18%.
- More than $1.6 million in billing adjustments, claims paid, service payments, and debt waivers for consumers through EWOV investigations.
- 13 systemic issue investigations finalised.
This year, we’ve also included comparative case numbers for scheme participants (cases per 10,000 customers) on the Annual Report webpage.