325 words
1.      OPENING
EWOV is fair, free, impartial and independent.

·        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.  56

Presenting a quick snapshot of 2016-17 case numbers and the trend to investigations and greater complexity

·        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.  37

Providing an overview of how cases received are distributed across the main industries.

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

·        33% were gas cases, up from 30%.

·        Water cases remained at 7%.   23

4.      OVERALL
Providing an overview of the top 5 customer complaints.

·        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.  49

5.      BILLING
Providing an overview of recent billing trends

·        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. 35

6.      CREDIT
Providing an overview of recent credit trends.

·        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. 64

Providing an overview of recent trends in other issues categories.

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%.

8.      CLOSING
Referring viewers to our website for the full report and more data.
·        Visit ewov.com.au/2017 for the full report and more in-depth data.

·        Follow us on Twitter. Like us on Facebook. Connect with us on LinkedIn. 23