The Energy and Water Ombudsman Victoria ('EWOV') is an independent service that resolves complaints between consumers and energy or water companies in Victoria. It aims to ensure fair treatment for consumers by investigating issues related to service quality, billing, disconnections, and other utility-related concerns.
What types of complaints can you make?
EWOV can handle complaints about electricity, gas, and water companies that are members of its scheme, including embedded networks. Common complaints include:
- Supply problems: interruptions, delays, or failures to supply.
- Quality and reliability: frequent blackouts, fluctuating water pressure, or unsafe gas supply.
- Planned interruptions: no warning of outages.
- Infrastructure issues: unsafe poles, pipes, or faulty metres.
- Transfer and switching problems: issues when switching providers such as delays in activating account.
- Billing errors: overcharging, delayed bills, incorrect charges.
- Refunds and overpayments: missing refunds or incorrect credits.
- Payment difficulties: no hardship support or payment plan.
- Disconnections: unfair or without notice while on a plan.
- Debt collection: being chased for a bill you don’t owe, or wrong credit listings.
- Customer service: rude or unhelpful treatment.
- Sales and marketing: misleading or aggressive sales practices.
- Life support equipment: failure to warn of planned outages and protect customers who rely on it.
- Solar tariffs and feed-in credits: delays or missing payments.
- Compensation: not being paid for damage caused by provider to property or appliances, or due to supply issues.
- Conduct of staff or contractors: inappropriate or harassing behaviour.
Jurisdiction:
EWOV can only deal with complaints about electricity, gas, and water services provided in Victoria, and only if the provider is a member of the EWOV scheme.
Time Limits:
Complaints should be made within 1 year of discovering the issue. Older complaints may still be considered if there is a good reason for the delay and it is still possible to investigate fairly.
EWOV will not deal with complaints about:
- Companies that are not members of the EWOV scheme.
- Energy and water services outside Victoria.
- Price-setting, tariffs, or wholesale energy market issues.
- Appliance, plumbing, or tenancy problems.
- Matters already before a court or tribunal.
- Government policy, laws, or licence conditions.
- Events outside a provider’s reasonable control (e.g. extreme weather).
- Providers acting under legal directions from a regulator.
- Owners corporations or private contractors not registered with EWOV.
Who can you make a complaint against?
You can make a complaint against:
- Members: Companies legally required to join EWOV (e.g. AGL, Origin, South East Water).
- Contracting participants: Businesses that voluntarily join (e.g. solar resellers).
- Embedded networks: Private electricity or water systems (e.g. caravan parks, apartment complexes).
You cannot complain about private tradespeople, councils, or non-member solar installers.
Are you eligible to make a complaint?
Who can make a complaint?
You must be a consumer, which is, a person, business, or entity that:
- Uses an electricity, gas, or water service, or
- Has been directly affected by one
Before you lodge a complaint:
Before reaching out to EWOV, reach out to directly to the service provider you wish to complain about. If you are not able to resolve the problem, then you may lodge a complaint with EWOV.
Can you complain on behalf of someone else?
Yes, you can complain on someone else’s behalf if you have their consent. If you know them personally, such as a family member or a friend, their consent can be given over the phone. If you’re complaining on behalf of a client as a solicitor or financial counsellor, your client will need to fill out a signed Authority to Act form.
What can this body do to help?
EWOV can provide or facilitate:
- Early resolution: EWOV can help you and the provider reach an agreement, without needing to investigate.
- Investigation: If no agreement can be reached, EWOV may investigate the complaint.
- Actionable requirements: EWOV can order providers to pay compensation (up to $20,000), fix billing errors, reconnect services, or correct information in account records.
EWOV cannot fine companies or change government policy.
How to prepare your complaint:
Format:
Complaints can be lodged by phone, online, email or mail.
Personal details:
Provide your name, email, phone number and address of the account number the electricity, gas or water is supplied to.
Respondent’s details:
Provide the name of the company you are complaining about, and their initial response when you first contacted them about your issue.
Relevant facts:
Provide details about what happened, when, who was involved, and what outcome you want.
Lodging your complaint and next steps:
Where to lodge:
- Phone: 1800 500 509
- Email: ewovinfo@ewov.com.au
- Website: ewov.com.au/start-a-complaint
Assessment:
EWOV may request documents from the provider (within 28 days).
Investigation:
If no resolution is reached early, EWOV investigates and can order actions such as compensation or reconnection.
Resolution:
Both parties receive written reasons for the outcome.
Dismissal: EWOV may stop handling your complaint if you refuse a fair offer, fail to provide documents, or use the process unreasonably.
More information:
Refer to the factsheet provided below for more information.
