EWOV (WIP)

325 words
1.      OPENING
Purpose:
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

 2.      CASES OVERVIEW
Purpose:
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

 3.      INDUSTRIES
Purpose:
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
Purpose:
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
Purpose:
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
Purpose:
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

7.      OTHER ISSUES
Purpose:
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%.
38

8.      CLOSING
Purpose:
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