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The Commission requires energy and water retailers and authorities to: have a complaint handling process in place that meets relevant standards be members of the Energy and Water Ombudsman Scheme. If you wish to make a complaint about your retailer or distributor: In the first instance, raise the issue with the company by telephoning the enquiries number shown on your energy or water bill. If you are not satisfied with the company's response, ask to speak to a higher level within the company's management structure. Where, after raising the complaint to a higher level, you are still not satisfied with the company's response, contact the Energy & Water Ombudsman (Victoria) - Freecall 1800 500 509 (mobile rates apply). For more information about the ombudsman, see below. Energy & Water Ombudsman (Victoria) The Energy & Water Ombudsman (Victoria) is an independent, industry-funded body with the power to investigate and resolve disputes between customers and energy and water companies. Its services are free to residential and business customers. You can contact the Ombudsman at its website or freecall 1800 500 509 (mobile rates apply). Nearly all problems can be resolved through discussion and agreement. It is important to note that the Ombudsman works for a fair and reasonable solution; it is not an advocate for either the customer or the company. In a small number of cases, the Ombudsman will have to make a final decision. Decisions are binding on the companies and may include the awarding of compensation of up to $20,000 or, if all parties agree, up to $50,000. The existence of the Ombudsman scheme does not prevent customers from taking other action to resolve their disputes. Participation in the Ombudsman scheme is a licence requirement on all energy retailers and distributors. A memorandum of understanding exists between the Essential Services Commission and the Energy and Water Ombudsman under which the Ombudsman meets with the Commission to discuss EWOV case numbers, specific case issues with or that potentially have systemic implications and individual cases requiring regulatory interpretation.
The Commission requires energy and water retailers and authorities to:
If you wish to make a complaint about your retailer or distributor:
Energy & Water Ombudsman (Victoria)
You can contact the Ombudsman at its website or freecall 1800 500 509 (mobile rates apply).
Nearly all problems can be resolved through discussion and agreement. It is important to note that the Ombudsman works for a fair and reasonable solution; it is not an advocate for either the customer or the company.
In a small number of cases, the Ombudsman will have to make a final decision. Decisions are binding on the companies and may include the awarding of compensation of up to $20,000 or, if all parties agree, up to $50,000. The existence of the Ombudsman scheme does not prevent customers from taking other action to resolve their disputes.
Participation in the Ombudsman scheme is a licence requirement on all energy retailers and distributors. A memorandum of understanding exists between the Essential Services Commission and the Energy and Water Ombudsman under which the Ombudsman meets with the Commission to discuss EWOV case numbers, specific case issues with or that potentially have systemic implications and individual cases requiring regulatory interpretation.
