Promoting Internal Dispute Resolution (IDR) and External Dispute Resolution (EDR) widely helps build consumer confidence and trust in the sector. It demonstrates commitment to providing effective dispute resolution and is required to fulfil regulatory obligations and meet better practice standards. Raising consumer awareness about energy and water Ombudsman empowers consumers and demonstrates commitment to consumer protections.
EWOV has recently partnered with the Energy and Water Ombudsman of New South Wales, Queensland and South Australia (together the EWO Schemes) to carry out a review of the IDR and EDR processes of EWO Scheme members. The review found that overall members were not adequately promoting their IDR and EDR processes and awareness of the EWO Schemes.
Read the full report and access better practice examples relating to promoting IDR and EDR.