Energy and Water Ombudsman (Victoria) — EWOV
A free and independent scheme for resolving electricity, gas and water complaints in Victoria.
In this profile
- Explain what the Victorian energy and water ombudsman scheme is
- Describe the utility complaints it handles
- Clarify who can use it and that it is free
- Connect utility disputes to debt and hardship
- Refer readers to official channels for current details
7 min read
What it is
The Energy and Water Ombudsman (Victoria) is a free and independent dispute resolution scheme for electricity, gas and water customers in Victoria. It is independent of providers and works to resolve complaints fairly. Energy and water providers operating in Victoria are generally required to be members of the scheme.
For the current complaint process, contact options and the list of member providers, refer to the scheme's official website. We do not list a specific URL or phone number here because these change. Please check the official website for current details.
What it handles
The scheme covers electricity, gas and water complaints in Victoria. Typical matters include disputed or high bills, problems with supply and connection, marketing and transfer issues, and disconnection or restriction of supply.
- Billing and account disputes, including estimated bills
- Connection, supply and metering problems
- Disconnection, restriction and utility account debt
- Marketing, transfer and service conduct concerns
It resolves individual complaints rather than setting prices or policy.
Who can use it
The scheme is free for consumers and is generally open to residential and small-business customers in Victoria. You are normally expected to complain to your provider first. If that does not resolve the issue, you can approach the ombudsman.
A lawyer is not required to use the scheme. For a broader directory of consumer and debt resources, see the Merion directory.
Relevance to debt & credit
Energy and water bills are a frequent contributor to household debt. Victorian providers should offer hardship assistance and payment arrangements to customers in difficulty. Where a dispute about a bill, a payment plan, or a disconnection cannot be resolved with the provider, the Victorian energy and water ombudsman may be able to help. Lodging a complaint can sometimes pause disconnection action, so ask the scheme about your specific situation.
How to reach them
Current contact methods and the online complaint form are published on the scheme's official website. Because details change over time, we do not reproduce them here. Please check the official website for current details before lodging a complaint.
Key takeaways
- EWOV is the free, independent scheme for Victorian energy and water complaints
- It covers billing, supply, disconnection and account handling
- Complain to your provider first, then escalate if unresolved
- Confirm current contact details on the scheme's official website
Frequently asked questions
What does the Victorian scheme handle?
Electricity, gas and water complaints from Victorian customers, including billing, supply and disconnection. Check the official website for the current scope.
Is it free?
Yes, the service is free for consumers. It is funded by participating energy and water providers.
Can it help if I cannot pay my power bill?
It can assist where a hardship or payment dispute is unresolved with your provider. Ask the provider about hardship help first, then contact the scheme if needed.
This is general information, not legal or financial advice. Details can change — always confirm current contact details and processes on the organisation's official website.
Know who to turn to
A free, plain-English directory of the regulators, courts, schemes and services behind debt and credit in Australia.