Message from the Ombudsman
I'd like to welcome you to the March 2020 edition of Connect, our report tailored for the community sector. Read on to learn more about our outreach and engagement activities, as well as find out about a case identified as part of our outreach and how it was resolved.
For now, I'd like to tell you about some important developments at EWOV.
Firstly, we've revised our policies, processes and practices, and trained our staff in response to industry changes around family violence. As of 1 January 2020, in response to changes to the Energy Retail Code, energy retailers must now have a family violence policy and meet minimum standards of conduct. Our staff have received training on the code changes and have received revised training on how to assist customers presenting with family violence issues and consider their circumstances when resolving complaints.
The bushfires in Victoria have widespread impacts on the community and our thoughts are with all those affected. We know that many of you are working hard to support these communities and will be doing so during the current crisis and beyond. Read on for more about how we hope to work with you to help resolve energy and water issues now and in the future.
And, lastly, take a look at our recent ResOnline, for real stories from our cases and more data about emerging trends, including cases relating to tariffs and price increases.
We are always looking at ways to improve Connect. If you have any story ideas or your organisation would like to be featured in the next edition, please let us know.
Energy and Water Ombudsman (Victoria)