How we investigate complaints

We try to handle complaints in a fair way. We also try to act quickly. 
When we can, we ask your provider to fix the problem first. 

What usually happens 

We look at each complaint on its own. 

Most of the time: 

• If you have not contacted your provider, we will ask you to do this first. 

• We may send your complaint to the provider’s specialist complaints team. This is called “refer to a higher level” (RHL). This may fix the problem faster. 

• If the problem is still not fixed, we will give your case to an EWON Dispute Resolution Officer. 

• If we investigate, we will do it as quickly as we can. We will keep you updated. 

• If we cannot help when it is out of our jurisdiction, we will tell you why. We will also try to tell you who can help. 

How long will it take? 

If we send your complaint to the provider’s specialist team (RHL), they will contact you within 5 business days. They will tell you what they will do next. 

If EWON investigates your complaint, we will start as soon as we can. Some cases take longer. This can happen when the issue is complex. 

If we get lots of complaints, there may be a delay. We are sorry if this happens. 

Our investigation process 

During an investigation, we may: 

• ask the provider for information (like your account records)

• ask you for more information (like bills or letters)

• get expert advice if needed (for example, from an engineer) 

• keep going until the case is resolved, or we cannot take it further. 

Making payments during an investigation 

While we look into your complaint, it is important to do the following: 

• pay any part of the bill that is not part of the complaint 

• pay any new bills that you get. 

If you cannot pay, tell us. We can help. 

Keep checking your bills and messages. Tell us if something worries you. 

If you can pay, but it looks like you are avoiding payment, we may close the case. 

No direct contact between you and your provider 

Once we start investigating, you should contact us about the complaint. Your provider should also contact us. 

This means: 

• you and the provider should not contact each other about the issue, unless we all agree. 

This helps avoid confusion. It can also help fix the problem sooner. 

You can still contact your provider about other issues that are not part of our investigation. 

If you’re not happy with the progress 

If you are not happy with how your case is going, ask to speak to a Dispute Resolution Manager. 

If you’re not happy with the result 

If you are not happy with the final result, you can ask us to review our decision. 

We may review a decision if: 

• you think we were not fair 

• you have new information that could change the result 

• we made a mistake or missed something 

• we did not follow our case handling policies. 

How to ask for a review 

You must ask for a review in writing. Your request must: 

• say why you want a review (using the reasons above) 

• include any supporting information 

• reach us within 28 days of the date on your case closure letter or Final Investigation Report. 

In special cases, we may accept a verbal request. 

Read more about complaints about EWON and how we work to improve our processes.