From 1 February 2026, electricity and gas retailers must include EWOV’s name and phone number on bills. This is expected to improve awareness and access to our independent dispute resolution when customers typically need it – when they receive a bill.
As part of its final decision on energy consumer reforms (stage one of the Review of the Energy Retail Code of Practice), the ESC has mandated that energy retailers must include EWOV’s details on the front page of every energy bill.
We welcome this decision as a significant step forward in empowering consumers and promoting fair outcomes in the energy market.
“Despite our efforts, many Victorians aren't aware that they can come to us for free, independent help when they’re having trouble with their energy provider,” said Catherine Wolthuizen, Ombudsman and CEO. “This change means that every energy consumer will have our contact details at hand when they need it most.”
The change is part of a broader package of reforms. EWOV provided several submissions to the ESC as part of the consultation process, offering our unique insights and data, and helping to make sure that the voice of the consumer was front-and-centre in the reform. We look forward to continuing to provide our insights as the ESC progresses with stage two of the review.
Other key reforms for stage one include:
- automatic switching to the best offer for consumers experiencing payment difficulty
- improved access to concessions and easier switching to cheaper plans
- stronger protections for consumers on legacy contracts, ensuring they are not paying unreasonably high prices
- increasing the minimum debt amount for disconnection to $1,000.
For more information on the ESC’s final decision and the full list of reforms, visit the Essential Services Commission website.