On this page:
The Ombudsman's view
"We launched a pilot for our new case handling model. The new model will continue to leverage our existing conciliation expertise but incorporates a more investigative approach."
The first quarter of the calendar year is often a quieter period for EWOV. However, our caseload remained elevated between January–March, up 31% compared with the same quarter last year.
On 13 February, storms damaged transmission towers and other key distribution infrastructure, resulting in electricity outages for more than half a million Victorians at its peak [1]. We saw a sharp spike in complaints, triggered by these outages, totalling 322 cases in February and March. One provider, whose network was particularly impacted, has established a fund to help customers who are unable to access other government supports (see Issues watch for details).
In February 2024, we launched a pilot for our new case handling model. The new model will continue to leverage our existing conciliation expertise but incorporates a more investigative approach, applying Fair and Reasonable Assessments in a timely manner with increased transparency for both consumers and providers. When making these assessments, we consider the fair and reasonable outcome having regard to the information provided by both parties; the individual circumstances of the complaint; any relevant laws, codes and regulations; good industry practice; and our fair and reasonable framework.
A key benefit of the new model is simplifying the number of steps and stages of the current conciliation process. The pilot concluded on 30 April and demonstrated that the new model can deliver the intended benefits: faster resolution; more transparency; more consistent and effective resolution of complaints. We will be reviewing the process and outcomes, and communicating next steps with all stakeholders shortly.
In March, we welcomed a new Assistant Ombudsman, Dispute Resolution — Wendy Guy. Wendy brings a deep commitment to the role of external dispute resolution (EDR) in supporting individual redress and wider improvements to consumer outcomes. Wendy was previously the Assistant Ombudsman at the Telecommunications Industry Ombudsman (TIO), where she also led policy and systemic issues work. Wendy previously worked at the Australian Securities and Investments Commission and as a senior legal professional in commercial litigation.
We have proposed amendments to our Charter, seeking to expand our jurisdiction to include complaints relating to voluntary land access and increase the monetary value cap for these types of complaints; to increase our general monetary value cap for binding decisions in line with other modern ombudsman schemes including the Energy and Water Ombudsman NSW (EWON) and the TIO; to ensure it is consistent with Australian Consumer Law; and to explicitly refer to our role as a recognised EDR scheme for complaints relating to privacy, credit reporting and consumer data rules. We’re engaging with members and stakeholders about these proposed changes.
Read on for more detail in the latest edition of Reflect.
[1] premier.vic.gov.au/working-together-victorians-after-extreme-storms