The Energy & Water Ombudsman Victoria (EWOV) plays an important role in ensuring Victorian households have ongoing access to fair outcomes in relation to the provision of essential energy and water services. Generally, Consumer Action commends the performance of EWOV. Financial Counsellors at the National Debt Helpline service regularly refer callers to EWOV and these callers report receiving an effective service.
However, Consumer Action urges EWOV to focus on continuous improvement and regularly consider whether changes must be made to ensure the service is keeping up with transforming energy and water systems.
In our comment on the Energy and Water Ombudsman Victoria (EWOV) Independent Review, Consumer Action raises a number of areas where EWOV should continue to dedicate resources for improvement such as raising awareness about the availability of EWOV as a support for Victorian communities and ensuring members are effectively informing their customers of EWOV’s availability where appropriate. We also reference some areas where a change of approach may improve EWOV’s performance against the Benchmarks for Industry-based Customer Dispute Resolution and outcomes for Victorian households.
We acknowledge the need for EWOV’s jurisdiction to expand in order to supply sufficient coverage of disputes that are arising as changes in technology and regulation transform energy markets.