What does it mean to have 30 years of experience as an ombudsman service?
We’ve changed a lot. We’ve seen a lot – and we’ve been there for hundreds of thousands of Victorians.
Households. Small businesses. People trying to resolve problems that matters in daily life – keeping the lights on, the water running and the bills manageable.
The sectors we work in have transformed. Markets have become more complex. Technology has advanced. Expectations have shifted. And all through it, we continue learning and adapting.
Each chapter of our history tells a story – not just about EWOV’s evolution, but about Victorian industry, government and regulators recognising that the need for strong consumer protections continues to grow.
On the evening marking our 30th anniversary, we took stock of our achievements, our evolution and the challenging moments that have shaped us. Stakeholders from across government, industry, community organisations, our Board and senior leadership joined us to celebrate this occasion.
The first electricity ombudsman in the world
It was 1996. Victoria had recently privatised electricity, Australia was recovering from a recession and mortgage rates were at 9.5%.
Six electricity companies came together with a shared understanding: when things go wrong, people need a free, fair and independent place to turn.
And so, the Electricity Industry Ombudsman turned its lights on and accepted consumer cases by letter, fax and phone.
From the outset, we were founded on a clear principle: energy and water are essential services, and that fairness in how they’re delivered matters.
This principle has held firm, even as the world around us continues to change.
Over time, that idea expanded. In 1999, natural gas was added and we became the Energy Industry Ombudsman. In 2001, water – the most essential service of all – became part of our jurisdiction, and EWOV took on the name we know today.
Looking ahead
Today, we face an energy transition that is reshaping how energy is generated, stored and shared.
The power to participate in this movement is in the hands of the consumer – it's an exciting shift, and one we are ready to support.
For some consumers, new technologies will deliver convenience, efficiency and more control. But change creates new risks and can intensify existing ones, particularly for consumers who are already vulnerable.
But fundamentally, our direction is simple, we’ll continue to do what EWOV has always done well – resolving disputes fairly and independently.
Faces of EWOV
Over three decades, we have been a female-led organisation with long-lasting leadership.
Our first Ombudsman, Fiona McLeod, served 22 years, followed by Cynthia Gebert for 20 years. In 2022, our current Ombudsman and CEO, Catherine Wolthuizen, was appointed.
Across that time, we’ve grown in cases numbers, membership and our team – continuing to evolve while holding fast to the values that shaped us from the start...
