Fact Sheets

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About energy
PDF icon High energy bills (PDF, 129.64 KB)
Information to help residential customers understand why they may have received a bill that is higher than usual
PDF icon Estimated bills (PDF, 113.78 KB)
Explains when and why bills are issued based on estimated meter readings
PDF icon Backbilling, refunds and lost payments (PDF, 109.39 KB)
Information about energy and water refunds and the problems that can be experienced with payments
PDF icon Energy payment difficulties (PDF, 61.99 KB)
If you can't pay an electricity or gas bill, new protections came into effect from 1 January 2019. Read to learn more.
PDF icon Energy and water basics (PDF, 148.37 KB)
Basic energy and water information for customers with limited English
PDF icon Saving energy at home (PDF, 75.79 KB)
How you heat and cool your home, heat water and use your fridge and freezer can bring down your energy bills.
PDF icon Embedded Networks (PDF, 91.02 KB)
Information about embedded networks, the rights of embedded network customers, and how EWOV can help.
PDF icon What is a best offer? (PDF, 254.41 KB)
A best offer is the cheapest generally available offer from your energy retailer compared to your current plan.

About water
PDF icon High water bills (PDF, 467.47 KB)
Information about higher than expected water bills for residential customers
PDF icon Estimated bills (PDF, 113.78 KB)
Explains when and why bills are issued based on estimated meter readings
PDF icon Backbilling, refunds and lost payments (PDF, 109.39 KB)
Information about energy and water refunds and the problems that can be experienced with payments
PDF icon Charges on water bills (metropolitan water corporations) (PDF, 400.8 KB)
Explains the main charges on the bills of residential water customers in Greater Metropolitan Melbourne — and how and when these charges are applied
PDF icon Charges on water bills (regional urban water corporations) (PDF, 403.85 KB)
Explains the main charges on the bills of residential water customers in regional urban corporation areas — and how and when these charges are applied
PDF icon Water licensing and EWOV (PDF, 203.22 KB)
Help with deciding where to lodge your complaint about water licensing
PDF icon Energy and water basics (PDF, 148.37 KB)
Basic energy and water information for customers with limited English
PDF icon Bulk hot water (PDF, 322.83 KB)
Information for Victorian consumers about bulk hot water and answers to some frequently asked questions
PDF icon Water payment difficulties (PDF, 58.84 KB)
Your water company is required to tell you about the help available including payment options. Call EWOV if you’re not happy with what’s offered.

Accessing help
PDF icon Concessions and grants (PDF, 200.49 KB)
Information about electricity, gas and water concessions
PDF icon Energy payment difficulties (PDF, 61.99 KB)
If you can't pay an electricity or gas bill, new protections came into effect from 1 January 2019. Read to learn more.
PDF icon Energy and water basics (PDF, 148.37 KB)
Basic energy and water information for customers with limited English
PDF icon Water payment difficulties (PDF, 58.84 KB)
Your water company is required to tell you about the help available including payment options. Call EWOV if you’re not happy with what’s offered.
PDF icon Family violence support (PDF, 138.42 KB)
Your energy and water companies must provide family violence assistance to customers.
PDF icon Life support protections (PDF, 130.68 KB)
Protections for Victorians with life support equipment.

Common issues
PDF icon High energy bills (PDF, 129.64 KB)
Information to help residential customers understand why they may have received a bill that is higher than usual
PDF icon High water bills (PDF, 467.47 KB)
Information about higher than expected water bills for residential customers
PDF icon Estimated bills (PDF, 113.78 KB)
Explains when and why bills are issued based on estimated meter readings
PDF icon Backbilling, refunds and lost payments (PDF, 109.39 KB)
Information about energy and water refunds and the problems that can be experienced with payments
PDF icon Energy payment difficulties (PDF, 61.99 KB)
If you can't pay an electricity or gas bill, new protections came into effect from 1 January 2019. Read to learn more.
PDF icon Energy and water basics (PDF, 148.37 KB)
Basic energy and water information for customers with limited English
PDF icon Water payment difficulties (PDF, 58.84 KB)
Your water company is required to tell you about the help available including payment options. Call EWOV if you’re not happy with what’s offered.

LPG and solar
PDF icon Solar and feed-in tariff basics (PDF, 52.14 KB)
General information about issues with solar, including the connection process and how to check your bill
PDF icon EWOV and LPG (PDF, 268.55 KB)
The role of the Energy and Water Ombudsman (Victoria) (EWOV) in handling cases about LPG (also known as bottled gas)
PDF icon Solar FAQs (PDF, 67.8 KB)
General information about issues with solar, including the connection process and how to check your bill

Moving or changing energy companies?
PDF icon Moving into transitional housing? (PDF, 133.42 KB)
Helping transitional housing tenants avoid energy and water hassles
PDF icon Energy service orders (PDF, 154.63 KB)
Why things can go wrong with energy service orders and the rules and timeframes that apply to different types of electricity and gas service orders
PDF icon Switching energy retailers and plans (PDF, 143.04 KB)
Information for if you’re thinking of changing your energy company, or if you’re contacted by an energy sales representative
PDF icon Moving in and out of a property (PDF, 236.25 KB)
What to do to get your energy and water accounts set-up and closed when moving in and out of a property
PDF icon Switching for customers in embedded networks (PDF, 338.16 KB)
What to do if you are an Embedded Network customer and want to switch retailers.

Supply, meters and outages
PDF icon Electricity, gas and water meters (PDF, 199.7 KB)
Explaining different meter types and how technology is changing
PDF icon Unauthorised electricity voltage variation and claims (PDF, 274.68 KB)
Information about unauthorised voltage variation, also known as power surge, and the claims process
PDF icon Planned and unplanned energy and water supply outages (PDF, 231.16 KB)
Information about energy and water supply outages and associated issues

What we do / How we help
PDF icon Electricity, gas and water complaints (information for MPs and Electorate Officers) (PDF, 235.27 KB)
Constituents sometimes approach Members of Parliament or Electorate Officers with electricity, gas (including LPG) or water complaints. This fact sheet explains when they or you, acting on their behalf, should contact the Energy and Water Ombudsman (Victoria) (EWOV).
PDF icon How we help: EWOV complaint handling (PDF, 109.05 KB)
A guide to how we handle your electricity, gas (including LPG) and water complaints
PDF icon Acting on behalf of someone with an EWOV complaint (PDF, 200.26 KB)
Information about how authorised representatives can act on behalf of customers with energy and water complaints

Your rights
PDF icon Energy payment difficulties (PDF, 61.99 KB)
If you can't pay an electricity or gas bill, new protections came into effect from 1 January 2019. Read to learn more.
PDF icon Disconnection and restriction for debt (PDF, 279.1 KB)
Helping residential customers understand their rights and responsibilities and the assistance which may be available to them
PDF icon Energy marketing (PDF, 281.99 KB)
Your rights and the rules about door-to-door and telephone energy marketing
PDF icon Credit default listings and debt collection (PDF, 257.2 KB)
Information about energy and water credit default listings, the default listing process and debt collection activity
PDF icon Life support protections (PDF, 130.68 KB)
Protections for Victorians with life support equipment.