Our Ombudsman and staff
Janine Young, Ombudsman
The Ombudsman manages EWON’s day-to-day operations and works in consultation with the Board to develop systems and processes to ensure EWON provides independent and fair dispute resolution services as effectively and efficiently as possible.
Janine Young was appointed Ombudsman in November 2014. Janine has extensive experience providing independent dispute resolution services, both as the Victorian Public Transport Ombudsman and as the Deputy Ombudsman at the Energy and Water Ombudsman (Victoria).
Janine is an Executive Member of the Australian and New Zealand Ombudsman Association (ANZOA) and Board Member and former Chair of the LaTrobe University MBA Advisory Board. In 2012/2013 Janine was on the Standards Australia QR015 Committee responsible for reviewing the Guidelines for Complaint Handling in Organisations (AS ISO 10002) and during that time, also sat on the Board of the Society of Consumer Affairs Professionals, the peak body for consumer affairs professionals.
Janine spent most of her early career in the automotive industry, including three years as a change management consultant specialising in process and service improvement. Janine holds under graduate qualifications in Marketing and Management, an MBA and is a Graduate of the Australian Institute of Company Directors.
The Investigations Team handles customer complaints against providers. This includes receiving, assessing, investigating and reviewing complaints to ensure that EWON achieves its key objective of fair, reasonable and independent complaint handling.
Governance, Awareness & Policy (GAP)
The Governance, Awareness & Policy Team oversees our governance, quality, member relation, communication, community outreach and policy functions by:
- Coordinating our governance processes, including supporting the EWON Board and maintaining member relations through regular contact and reporting, and by holding forums to discuss issues underpinning complaints.
- Building awareness of our services and educating consumers and their advocates about energy and water issues through strategic communication activities and an extensive community outreach program.
- Driving continuous improvement of case management process by reviewing cases and implementing quality assurance processes.
- Identifying complaint trends and systemic issues arising from case work, providing advice and analytical support, conducting research, and preparing public submissions and comments on regulatory changes and industry developments.
The People Team is responsible for making EWON a ‘great place to work’ by maximising staff engagement and contribution. The People Team develops the organisation’s HR strategy, which provides a framework of policies and procedures that attract, retain and develop our highly professional staff.
The Corporate Services Team manages our infrastructure and service delivery, including overseeing our finances, information and IT resources, general administration, and internal and external reporting functions.