New resource encourages trust in the sector

We’re proud to launch a new, joint initiative that will ensure customers are aware of their right to access external dispute resolution (EDR).

Ensuring customers know about, and can access, EDR is vital—particularly now, as business activity returns to normal and debt collections and disconnections resume.

We joined the Energy and Water Ombudsman Victoria (EWOV), the Energy and Water Ombudsman Queensland (EWOQ), and the Energy and Water Ombudsman SA (EWOSA) to develop a brochure for our members outlining how to raise awareness of EDR amongst their customers, as well as build trust in the sector.

The brochure aligns with the recently released AS 10002:2022 Guidelines for complaint management in organizations (ISO 10002:2018, NEQ) and outlines how Energy and Water Ombudsman (EWO) members can review their commitment to current regulatory requirements, promote EDR services to their customers, and enhance their overall level of customer service. 

Members are encouraged to include information about how customers can access EWOs in verbal and written communications such as bills, payment plans, customer hardship, and debt recovery and on all digital platforms, including website, chats, social media and apps.

A section for complaints and dispute resolution, placed in an easy-to-find location ideally within 2-3 clicks from their home page, is also recommended.

In addition to the new resource, EWOs will work alongside members to change or enhance their current processes for ensuring customers are aware of their right to access EDR. EWON and our interstate counterparts will also review member progress in meeting regulatory requirements over the next 12 months.

Download the new brochure here. 

The Ombudsman met in late March 2022 and approved this joint initiative. Jane Pires - EWOQ, Janine Young - EWON, Sandro Canale - EWOSA, Cynthia Gebert - EWOV