How we investigate complaints
Our approach
EWON is committed to
the provision of high quality, independent dispute resolution
for electricity, gas and water consumers. EWON strives to
deal with complaints in a way that is fair, just and timely.
How does EWON conduct investigations?
We seek information from the supplier (eg account records or claim files) .
We may seek further information from you (eg copies of bills, letters or receipts).
We may seek independent expert advice (eg engineer, solicitor or loss adjuster).
In the end, if the matter is not resolved, the Ombudsman can make a determination (decision) to resolve the case.
You can choose whether or not to accept the determination. If you accept it, then the supplier is bound by the determination. |
When EWON receives a consumer complaint, we may:
- put you in touch with your electricity, gas or water
supplier to try to sort out the problem if you haven't
already contacted them. If you need advice on how to deal
with your supplier, please see tips for dealing with your
supplier for help.
- refer your matter to the supplier to allow them further
opportunity to resolve your complaint before EWON commences
an investigation. This would only apply with your permission
for appropriate matters that have not been through the
supplier's complaint handling system.
- investigate your complaint.
- try to negotiate a settlement between you and your supplier.
If we are not able to help you, we will try to find an
organisation that can. For further information on what type
of complaints we handle, please visit what you
can complain about.
Investigations
Most matters are finalised by EWON within a few days. If
it is not resolved within this time, an Investigations Officer
will be allocated to investigate your complaint. We will continue to investigate for as long as there are
grounds to support further investigation, or until the matter
is resolved.
Not satisfied?
If you are not happy with the progress of your case, you
may have your matter dealt with someone more senior. You
may also have the result of an investigation reviewed by
a senior EWON officer. In either case, please put your request
for review in writing and forward it directly to the Energy
& Water Ombudsman NSW (contact
details). You will need to specify the reason you are
disputing EWON's conclusion or provide additional information
if we are to review or investigate your complaint further.
For more information see our tips
for making a complaint to EWON.
