Energy and Water Ombudsman (Victoria) (EWOV)

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Energy and Water Ombudsman (Victoria) (EWOV) Complaints about electricity, gas & water companies for Victoria. We’re free, independent & fair.

EWOV is an external dispute resolution scheme for energy and water customers in Victoria.

Did you know that your complaint can lead to system-wide change? We fairly and independently resolve complaints, but our...
21/10/2026

Did you know that your complaint can lead to system-wide change?

We fairly and independently resolve complaints, but our work doesn't stop there. Our teams look for patterns that might show broader issues that need to be addressed.

This work has led to system change that can benefit all Victorian consumers.

Find out more in our 2026 Annual Report.

Last year at the Energy and Water Ombudsman Victoria: - 23,957 cases received - Water complaints up by 51% - Billing c...
18/10/2026

Last year at the Energy and Water Ombudsman Victoria:

- 23,957 cases received

- Water complaints up by 51%

- Billing cases increased by 22%

- Customers received more than $2 million in financial outcomes as a result of our investigations.

Take a look at our 2026 Annual Report, out now!

We share energy and water industry insights from across Victoria, including complaint numbers from individual energy and water companies, and real consumer stories.

08/09/2026

We hear from people who have lost access to essential services. Like Simon, who had his electricity disconnected due to unpaid bills.

He’d tried to work with the company to get his power reconnected, but they wanted the whole bill paid upfront. He simply couldn’t manage it.

So Simon reached out to us for help.

That same day, his power was reconnected. Following this, his provider worked with him to set up a payment plan, and he switched to a plan with cheaper rates.

It’s a good result. But why did it happen? Energy companies should try to help people experiencing payment difficulty to reconnect their service.

We’d noticed this issue came up far too often – energy companies not offering payment plans, requiring upfront full or large payments to reconnect. As part of our work to help improve industry practice and help identify widespread issues, we recently closed a systemic issue investigation into exactly this.

Read more in our quarterly report, Reflect: https://bit.ly/4hf619R

You’re not alone if you’re having trouble paying your electricity, gas or water bill – or if you’re facing disconnection...
03/09/2026

You’re not alone if you’re having trouble paying your electricity, gas or water bill – or if you’re facing disconnection or debt collection.

Even more Victorians are raising their concerns with us, the Ombudsman service.

Just this past quarter*:
🔌 gas and electricity disconnection cases doubled
💵 payment difficulty cases increased by 27%.

We see across the energy and water sector, across providers in Victoria.

Find out more about the latest news in our quarterly report, Reflect: https://bit.ly/45ZBvdQ

If you need help resolving a complaint with your provider, reach out to us on 1800 500 509 or on our website: www.ewov.com.au/start-a-complaint

Do you need help with your electricity, gas or water – a bill, an issue, something you’re unsure of? Come chat to our he...
31/08/2026

Do you need help with your electricity, gas or water – a bill, an issue, something you’re unsure of?

Come chat to our helpful EWOV people when we visit the following community events:

📍1 September, Melton – 1pm to 4pm at City of Melton Libraries
📍2 September, Braybrook – 1pm to 3pm at Duke Street Community House
📍10 September, Laverton – 10am to 2pm at Laverton Community Integrated Services Inc. (LCIS)
📍17 September, Glen Waverley – 1pm to 4pm at Kerrie Neighbourhood House
📍29 September, Craigieburn – 9am to 4pm at South East Community Links (SECL)
📍30 September, Preston – 11am to 3pm at the Bridge Darebin

You can also find where we’re visiting on our community outreach webpage: https://www.ewov.com.au/about-us/our-community-outreach

Yesterday we launched our second Reflect Reconciliation Action Plan (RAP).👉 It sets out 13 actions with 44 deliverables ...
12/08/2026

Yesterday we launched our second Reflect Reconciliation Action Plan (RAP).

👉 It sets out 13 actions with 44 deliverables to complete from now to January 2028.

Since our first RAP in 2024, we’ve been working to build stronger relationships with Aboriginal and Torres Strait Islander people and organisations.

👉 We’ve partnered with Aboriginal Community Controlled Organisations for community outreach events across Victoria, such as Djirra.

EWOV is here to help Victorians navigate energy and water issues. By building relationships with First Nations consumers, organisations and communities, we hope to better support fair and reasonable outcomes for all Victorians.

📸 Our Ombudsman Catherine presenting this RAP to EWOV with our staff RAP committee co-chair Erin.

Read our Reflect RAP on our website: www.ewov.com.au/about-us/our-rap

Reconciliation Australia

Are you in or around Shepparton, Wangaratta or Benalla? Bring your bills and your questions to these community events fo...
06/08/2026

Are you in or around Shepparton, Wangaratta or Benalla?

Bring your bills and your questions to these community events for help with any issues or concerns with your:
- Electricity, gas and water
- Phone and internet
- Government services (like fines, housing, wills and more).

No appointment needed – just real help, right here in the community.

📍Shepparton
Monday 10 August 2026
Rumbalara Football Netball Club
12pm– 3pm

Tuesday 11 August 2026
South Shepparton Community Centre
12pm–3pm

📍Wangaratta
Wednesday 12 August 2026
Pangerang Community Hub
12pm–3pm

📍Benalla
Thursday 13 August 2026
Waminda Community House
10am–1pm
*Government services support will not be present at the Benalla event.

Hope to see you there!

Greater Shepparton City Council, Rural City of Wangaratta, Telecommunications Industry Ombudsman, Pangerang Community Hub, South Shepparton Community Centre Inc., Rumbalara Football Netball Club, Victorian Ombudsman, Waminda Community House and Benalla Rural City Council

👉Are your energy or water bills confusing or difficult to manage? Come and have a chat with us at one of our August comm...
02/08/2026

👉Are your energy or water bills confusing or difficult to manage?

Come and have a chat with us at one of our August community outreach events. Just bring your recent bills and we'll help you understand your options.

Find an event near you – we're going to Melton, Braybrook, Dandenong, Reservoir, Hampton Park, Truganina / Williams Landing, Richmond and a roadshow in Shepparton, Wangaratta and Benalla.

👉For details, see our website: www.ewov.com.au/about-us/our-community-outreach

Our team can provide free, independent advice to help you:
• Understand your bills
• Check if you're on the best energy offer
• Access concessions, payment plans and relief grants
• Resolve issues with your electricity, gas or water provider

With: Wyndham City, City of Casey, City of Melton, Duke Street Community House, South East Community Links, Bridge Darebin, Department of Energy, Environment and Climate Action

To reduce household costs and gain greater control over their energy use, we're seeing more Victorians: 🔌 adopt solar, ...
08/07/2026

To reduce household costs and gain greater control over their energy use, we're seeing more Victorians:

🔌 adopt solar, home batteries and electric vehicles

🔥choose to disconnect their gas supply and switch to electric appliances.

How do we know? It's not all smooth sailing. We received an increase in complaints about solar, home batteries and gas disconnections.

See the stats and read the insights in the latest edition of Reflect: https://bit.ly/reflect2606

03/07/2026

⚡If your power or gas is cut off because you missed payments, your energy company can’t make you pay your entire debt to get reconnected.

It's important to speak up. We heard from many customers who said their company was making them pay their debt to get reconnected. They raised a complaint with us and we shared our investigation with the regulator.

When people raise concerns, it can lead to industry-wide change that benefits everyone.

If you need help resolving with a complaint with your electricity, gas or water provider, contact us:

1800 500 509

www.ewov.com.au

Essential Services Commission

Address

Level 8, 360 Elizabeth Street (Melbourne Central Tower)
Melbourne, VIC
3000

Opening Hours

Monday 8:30am - 5pm
Tuesday 9am - 5pm
Wednesday 9am - 5pm
Thursday 9am - 5pm
Friday 9am - 5pm

Telephone

1800 500 509

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