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Complaints about EWON

Our service is underpinned by our focus on continuous improvement and we understand that from time to time we may receive complaints about our service.  We have processes in place to ensure these complaints are handled properly. These complaints provide us with valuable feedback and an opportunity to review and improve our systems, communication and processes. The following types of complaints may be made to us:

Complaints about case management

A customer may complain about the way a complaint has been handled by an Investigations Officer. Customers are asked to initially raise their complaint about the handling of a case with the Investigations Officer who is managing their case.

Complaints about case closure

A customer may complain about the closure of a case where the investigation has addressed the merit of the complaint, and/or a decision has been made that no further investigation will be undertaken because a fair and reasonable offer to resolve the complaint has been declined by the customer.

Complaints about privacy

EWON complies with the Australian Privacy Principles (Commonwealth Privacy Act 1988) with respect to the collection, retention, storage and disposal of personal information. We respect the privacy and confidentially of the people who access our services and who may make complaints about our service.

Complaints about jurisdictional decisions

We take an inclusive approach when considering whether complaints fall within our jurisdiction as stated in paragraph 5 of EWON’s Charter. A customer or member may request a review of a jurisdictional decision.

Complaints about the operation of EWON

Customers, members or other individuals may raise complaints about a broad aspect of our operation, rather than the handling, investigation or finalisation of a particular complaint.

The role of the EWON Board with respect to complaints

Customers may complain about the role of the EWON Board. The Board does not review complaints about specific complaints, investigation outcomes, jurisdictional decisions or the day to day operation of EWON. EWON’s Constitution states that this is the responsibility of the Ombudsman.

You can access our Internal Complaint Handling Policy here.