2017 Annual Report summary


Energy and Water Ombudsman (Victoria) (EWOV) is an independent external dispute resolution scheme. Our services are free to customers.

We resolve complaints fairly and impartially. We don't take sides.

We assess complaints on a case-by-case basis, and consider relevant industry codes, good industry practice and the law, to reach fair and reasonable outcomes. 


In 2016-17, EWOV received 32,002 cases, down 11% from 2015-16.

This fall was largely due to better complaint handling by energy and water companies.

15% of cases required EWOV's Investigation.

These were usually the more complex complaints.  


59% of cases were about electricity, down from 63% in 2015-16.

33% were gas cases, up from 30%.

Water cases remained at 7%. 


The top 5 complaints overall were energy disconnection, high bill, debt collection, provision of supply at an existing connection and billing error.

Residential customers lodged 92% of cases.

The highest rates of residential cases were in South Gippsland Shire, Bass Coast Shire, Murrindindi Shire, and Benalla and Mansfield Shire. 


EWOV registered 12,863 billing cases, down 12%.

High bill was the top billing complaint across electricity, gas and water.

The highest rates of residential high bill cases were in Alpine Shire and South Gippsland Shire.


EWOV registered 8,245 credit cases, down 25%.

In electricity and water, debt collection was the top credit issue. In gas, it was disconnection.

We helped negotiate 1,327 payment plans.

The highest rates of residential energy disconnection/water restriction cases were in Wodonga Council, Latrobe Council and Wangaratta Council.

The highest rates of residential debt collection cases were in Melton Shire, Ararat Council and Loddon Shire.


Across the other issues EWOV dealt with:

Provision cases were up 23%

Land cases were up 15%

Supply cases were up 11%

Marketing cases were up 8%

Customer service cases were down 13%

Transfer cases were down 8%. 


Visit ewov.com.au/2017 for the full report and more in-depth data.

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