EMBARGOED UNTIL 18 OCTOBER 2016
18 October 2016
MEDIA RELEASE
Energy and Water Ombudsman (Victoria) reports another fall in cases
Fewer problems with billing systems and better internal dispute resolution by energy and water companies
delivered a decrease of 28% in cases to the Energy and Water Ombudsman (Victoria) (EWOV) in 2015-16.
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EWOV received 36,152 cases in 2015-16 — down 28%, after a 40% fall the year before.
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Cases were down across all issues categories, led by a 36% fall in billing cases.
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For the second year in a row, energy disconnection/water restriction and debt collection/credit
default were the top ranking customer issues.
"To have case numbers fall significantly for the second year running is a welcome development," said the Energy
and Water Ombudsman (Victoria), Cynthia Gebert.
''With billing cases down 36%, it seems that the problems some companies have had with their billing systems
have now mostly been resolved.
''There's also evidence that energy and water companies are managing their internal dispute resolution processes
better. We've often said that many of the complaints EWOV receives wouldn't come to us if companies paid more
attention to addressing problems when their customers first raise them.''
EWOV's 2016 Annual Report also shows a 19% fall in credit cases, but the Ombudsman remains concerned about
energy and water affordability.
"It's very pleasing that credit cases are down. We believe this is largely due to more attention by energy retailers
to preventing the escalation of less complex hardship complaints,'' Ms Gebert said.
''But, for the second year running, EWOV received more cases about energy disconnection/water restriction and
debt collection/credit default listing than it did about high bills.''
In 2015-16, 71% of EWOV's cases came from metropolitan Melbourne customers (down from 75% in 2014-15) and
29% came from customers in regional and rural Victoria (up from 25% in 2014-15).
The online version of EWOV’s 2016 Annual Report is available at ewov.com.au. As well as reporting on the 201516 year, it tracks 20 years of EWOV cases and issues.
For more information or to arrange an interview with the Ombudsman, contact:
Matt Helme, Research and Communications Manager, EWOV
Phone: (03) 8672 4289
Email: [email protected]
EWOV is an industry-based, customer dispute resolution scheme. It has dealt with electricity cases since 1996, natural gas cases since
1999, water cases since 2001 and LPG cases since 2005. The Ombudsman has the power to investigate and resolve disputes between
customers and their energy and water providers—fairly and independently. In the 20 years to 30 June 2016, EWOV had handled 588,222
Victorian electricity, gas and water cases, mostly residential.