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EWOV 2015 video

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A visual case study

Annual Report 2015

October 2015

Case study

Follow Mr K through the life-cycle of his complaint to EWOV...

Scroll down to follow Mr K on his journey

Mr K called his energy company when he moved house, and asked it to finalise his electricity account.

Five weeks later Mr K began receiving calls from a debt collector asking him to pay $1,500.

He continued to receive debt collection calls and was concerned about his credit rating.

Mr K contacted us using the online complaint form at ewov.com.au

We can also be contacted by:
Phone: freecall 1800 500 509
Email: ewovinfo@ewov.com.au
Mail: GPO Box 469 Melbourne 3001

The complaint was registered as an Unassisted Referral because the customer had not yet attempted to contact his company to resolve his issue.

We advised Mr K to contact us again if he was dissatisied with his attempt to resolve his complaint directly.

Mr K called EWOV after speaking with his company because he was not satisfied with the information they provided. We raised an Assisted Referral (AR).

Mr K again contacted EWOV because the company failed to respond to the AR within five business days. The complaint was escalated to the next stage - Real Time Resolution (RTR).

Using the RTR process the company explained how Mr K had been billed and agreed to remove his default listing.

However, the company failed to remove the default listing as agreed, and the case moved to an Investigation.

Following the Investigation, the company agreed to remove Mr K's default listing. EWOV also helped to arrange a payment extension for the account balance and a direct company contact should Mr K have any further issues.