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Ombudsman's overview
"...we expect case volumes to remain high, and even increase, as a reflection of ongoing demand from our existing and future jurisdiction."
The 2023/2024 financial year marked considerable change in Victorian energy and water markets. As I reflect on the year, I feel confident that EWOV is well-placed to help the community navigate that change through our commitment to purpose, fair and reasonable dispute resolution, continuous improvement and willingness to share our unique insights.
We have seen a reversal of downward complaint trends observed during the COVID years. Due to inflation and increases in wholesale gas and electricity prices, EWOV experienced a significant increase in demand for our services. In 2023/2024, we received 18,702 cases, an increase of 23% compared to the previous financial year.
While some of these pressures have eased, others have intensified, meaning we expect case volumes to remain high, and even increase, as a reflection of ongoing demand from our existing and future jurisdiction. We are also working hard to raise awareness within the Victorian community to ensure those consumers who need our help most are able to reach us. This would be supported by including EWOV's contact details on the front of all energy bills, consistent with peer Energy and Water Ombudsman Schemes.
Numbers aside, we remain committed to fair, independent and efficient dispute resolution, and the initiatives discussed in this report help position us to do just that.