1. The ombudsman is free and impartial
An energy and water ombudsman is an independent body that investigates and resolves complaints between energy and water providers and their customers. The service is free to consumers. The energy and water ombudsman works independently and impartially, which means it doesn't take sides. It offers a neutral ground where customers and providers can discuss their issues.
2. The ombudsman takes a range of complaints
The ombudsman deals with various complaints related to energy and water services, including billing and payment issues, service supply, disconnection, credit and debt, and outages. It also provides information to customers and providers on their rights and obligations. It assists with complaints related to Vic energy retailers and distributors, water corporations, and embedded network operators.
3. The ombudsman helps with fairness and transparency
The ombudsman helps with fairness and transparency in the energy and water industry. It provides information to providers to help them improve their practices and deliver better services to customers. It also publishes reports and shares insights to raise awareness of common issues and promote industry-wide improvements.
4. The ombudsman strives to resolve complaints quickly and fairly
The energy and water ombudsman aims to resolve complaints as quickly and fairly as possible. It does this by investigating complaints thoroughly, gathering evidence, and considering all sides of the issue. It strives for an outcome that is fair and reasonable.
5. The ombudsman can take complaints from a range of consumers
The energy and water ombudsman can take complaints from consumers who have a complaint about their energy or water service provider in Victoria. This includes residential customers and businesses. It's important to note that the ombudsman’s services are free of charge to Vic consumers.
The energy and water ombudsman is an independent authority that provides free and impartial services to help resolve complaints between customers and providers. We handle a range of complaints, help with fairness and transparency, and strive to resolve issues quickly and fairly.
Visit the Start a complaint page for more information.