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How we investigate complaints

Our approach

EWON is committed to providing a high quality, independent dispute resolution service. We try to deal with complaints in a way that is fair, reasonable and timely. Where possible, we give the energy or water provider an opportunity to resolve the matter directly with you.

Each complaint is assessed individually, but the following points outline our general approach to complaint-handling:

  • if you haven’t contacted your provider about the problem, we normally put you in touch with them
  • where appropriate we may refer your complaint to the provider's  specialist dispute resolution team
  • if your complaint is made online, by email or by letter and the nature of the complaint is clear, where appropriate we may refer it to the specialist dispute resolution team at your provider and ask them to contact you to try and resolve the matter with you directly
  • if you have not been able to resolve the complaint with your provider, we will allocate an Investigations Officer to your case
  • where an investigation is undertaken, we will try to complete it as quickly as possible and we will keep you informed about the progress of our investigation
  • if we are not able to help you because we do not have any jurisdiction in relation to your complaint, we will try to find an organisation that can.

How long will it take?

If we refer your complaint to the provider’s specialist dispute resolution team, they will need to contact you within five business days of the referral to advise you of the steps they will take to try to resolve the matter.

If we investigate your complaint we will do so as quickly as possible.

If your matter is complex, it may take some time to investigate. If EWON has received a high number of complaints there might be a delay in allocating your matter for investigation and we apologise for this.

Investigations process

  • We seek information from the provider (e.g. account records or claim files)
  • We may seek further information from you (e.g. copies of bills, letters or receipts)
  • Where appropriate, we get independent expert advice (e.g. from an engineer or loss assessor)
  • We will continue to investigate for as long as there are grounds to support further investigation, or until the matter is resolved.

No direct contact between the parties 

Where we have notified the customer and the provider of our investigation, all communication between the customer and provider about the case should be through EWON, unless otherwise agreed. 

This approach reduces the possibility of miscommunication or misunderstanding between both parties and increases the prospects for resolution. 

Direct communication between the provider and customer can continue about any matter not being investigated by EWON

Requesting a review

If you are not satisfied with the progress of your case, please ask to speak to an Investigations Manager.

If you are not satisfied with the result of an investigation, you can ask us to consider a review of our decision.

We will undertake a review of an investigation based on one or more of the following criteria:

  • bias or lack of impartiality by us
  • provision of additional, relevant information not available during the investigation that would change the investigation outcome
  • an error or omission by us, including where we have relied on incorrect information or have not adhered with our case handling policies in reaching our decision.

A request for us to review must be made in writing and state the reason for review, as outlined above. It must:

  • include supporting information
  • be received by us within 28 days of the date of case closure letter or Final Investigation Report.

In special circumstances a verbal request will be considered.