Information about the Energy & Water Ombudsman Victoria (EWOV)

The Energy & Water Ombudsman Victoria (EWOV) 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. EWOV can be contacted via its website www.ewov.com.au or by telephone on 1800 500 509.

Most 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 EWOV scheme is a licence requirement on all energy distributors in Victoria.