Energy and Water Ombudsman (Victoria) (EWOV)

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.

Were you affected by the bushfires around Stathbogie Shire? Find out what ombudsman services can help you get back on tr...
09/06/2026

Were you affected by the bushfires around Stathbogie Shire? Find out what ombudsman services can help you get back on track.

We’re visiting Euroa, Seymour and Wangaratta this month for your energy and water concerns, joined by:
☎️Telecommunications Industry Ombudsman (phone and internet issues)
⚖️Victorian Ombudsman (government issues).

If you or someone you know is dealing with issues like damaged meters, disconnection or reconnection concerns, billing disputes or confusion about retailer and distributor responsibilities – please come along to one of our free events.

📍9 June, Wangaratta – 1pm to 4pm at Pangerang Community Hub (38 Ovens Street)
📍10 June, Euroa – 10am to 3pm at Euroa Third Age Club (Kirkland Ave)
📍11 June, Seymour – 9am to 12pm at Our Place Seymour (Seymour College, Stewart Street)

Together, we’ll provide a single, local place where households and small businesses can access to information and support.

We’re heading out to directly talk to communities about their energy and water. Bring your bills to the following free e...
02/06/2026

We’re heading out to directly talk to communities about their energy and water.

Bring your bills to the following free events across Victoria:
📍3 June, Braybrook – 1pm to 3pm at Duke Street Community House in Central West Plaza – book via Duke Street on (03) 9311 9973
📍9 June, Wangaratta – 1pm to 4pm at Pangerang Community Hub, 38 Ovens Street
📍10 June, Euroa – 10am to 3pm at Euroa Third Age Club on Kirkland Avenue
📍11 June, Seymour – 9am to 12pm at Our Place Seymour in Seymour College on Stewart Street
📍23 June, Tarneit – 10am to 2pm at Dianella Community Centre Wyndham City

Find out more about our community outreach on our website: www.ewov.com.au/about-us/our-community-outreach

Melton, Braybrook, Bendigo and Castlemaine – bring your recent electricity, gas and water bills to these free community ...
28/04/2026

Melton, Braybrook, Bendigo and Castlemaine – bring your recent electricity, gas and water bills to these free community events!

Friendly team members from the Energy and Water Ombudsman Victoria will talk you through:
💡Understanding your bills and checking if you’re on the best offer.
💧Accessing energy and water concessions, payment plans and relief grants.
🔥Getting help with complaints about electricity, gas and water companies.

Chat to us in person this month:
📅 5 May, Melton – 1pm to 4pm at Melton Library and Learning Hub – book via City of Melton council.
📅 6 May, Braybrook – 1pm to 3pm at Central West Plaza, by Duke Street Community House.
📅 20 May, Bendigo – 10am to 3pm at Bendigo Family & Financial Services Inc.
📅 21 May, Castlemaine – 9.30am to 12.30pm at the Mount Alexander Shire Council building in the Ray Bradford Room, 33 Forest St.

We're visiting the following community events to share how we can help people with their energy and water complaints. Br...
31/03/2026

We're visiting the following community events to share how we can help people with their energy and water complaints.

Bring your bill days in April:
📅 1 April, Braybrook – 1pm to 3pm at Central West Plaza
📅 2 April, Braybrook – 10am to 2pm at Braybrook Community Hub
📅 7 April, Melton – 1pm to 4pm at Melton Library and Learning Hub
📅 21 April, Pakenham – 10am to 3pm at Pakenham Hall
📅 23 April, Frankston South – 10am to 2pm at Frankston South Community and Recreation Centre
📅 24 April, Kensington – 9am to 1pm at Kensington Neighbourhood House

💸 It pays to check your energy bill for the best offer – like Lily*, you could be saving hundreds by switching to your r...
26/03/2026

💸 It pays to check your energy bill for the best offer – like Lily*, you could be saving hundreds by switching to your retailer’s “best offer” plan.

Many gas and electricity customers have recently reported large increases in energy costs.

Right now, customers must ask their energy company to switch to the best plan – the company won’t move you to a cheaper plan automatically.

But this is changing from July this year. Energy companies will be required to check and switch their customers onto plans or rates considered a “reasonable price”.

Learn more about this issue in our quarterly insights newsletter, Reflect: https://bit.ly/4d6AiWQ

*Names have been changed

🚨 $100 Power Saving Bonus ends 31 March 🚨Concession card holders can apply for $100 off their electricity bill through t...
25/03/2026

🚨 $100 Power Saving Bonus ends 31 March 🚨

Concession card holders can apply for $100 off their electricity bill through the Department of Energy, Environment and Climate Action.

👉 Apply online: https://powersavingbonus5.energy.vic.gov.au/
👉 Apply over the phone: Call 1800 000 832
👉 Apply with help in person: Enter your postcode to see your local community organisations https://compare.energy.vic.gov.au/psb-outreach

Applicable concessions:
💳Health Care card
💳Pensioner Concession card
💳Veterans’ Affairs Pensioner Concession card
💳Veterans’ Affairs Gold card

What would you do if you’d been served a disconnection notice, couldn’t get through to your electricity company? When th...
25/03/2026

What would you do if you’d been served a disconnection notice, couldn’t get through to your electricity company? When they finally called you back and they basically said – too bad, pay half or it’s disconnected…

You’d already told them you were experiencing a personal crisis and couldn’t afford this. What are your options?

Luckily, this person came to us.

We uncovered that they actually were entitled to apply for a Utility Relief Grant, which would’ve helped them pay and get reconnected.

We also found that this wasn’t an isolated incident – this practice happened with 910 customers, where the company failed to suggest they apply for the grant when they could’ve been eligible. And nearly half of those individuals ended up having their power cut.

This is just one of several major issues that has plagued Victorians recently, across retailers in the energy and water sector.

👉 Read more examples – and how the retailers listened to our recommendations and improved their approaches – in our Systemic Issues Report 2025: https://bit.ly/4dIHOaB

Having trouble paying your energy bills? You have rights. Many Victorians are dealing with overdue payments or a discon...
18/03/2026

Having trouble paying your energy bills? You have rights.

Many Victorians are dealing with overdue payments or a disconnection notice. In the last quarter alone, we helped 369 Victorians with complaints about payment difficulty.

If you’re struggling, the first step is to talk to the energy company. They must try to help you – whether that’s setting up a payment plan, checking if you can apply for a Utility Relief Grant, or offering another form of support that suits your situation.

Learn more about what Victorians are experiencing with their electricity, gas and water companies in the latest edition of our newsletter, Reflect: https://bit.ly/4be8n60

💪 We don’t just take your complaints – we try to prevent them. 👀 We sort through complaints to find trending issues and ...
13/03/2026

💪 We don’t just take your complaints – we try to prevent them.
👀 We sort through complaints to find trending issues and major risks.
⚙️ We uncover the root cause of the issue and encourage the provider to fix it – so it doesn’t happen again.
📖 Want to see examples? We’ve published 18 months of systemic issue investigations for everyone to read. https://bit.ly/4uJUAMn

🎯 We want to create better outcomes for Victorians and help energy and water provider to improve their service, supporting fairer practices overall.

Are you in Melton, Braybrook, Caroline Springs or Craigieburn – and need help understanding your water, electricity or g...
26/02/2026

Are you in Melton, Braybrook, Caroline Springs or Craigieburn – and need help understanding your water, electricity or gas bills?

Bring your bill to one of these community events this March:

💡Tue 3 March, 1–4pm at Melton Library and Learning Hub (register to attend via City of Melton and linked in our Community Outreach page)

💡Wed 4 March, 1–4pm at Central West Shopping Centre in Braybrook with Duke Street Community House

💡Thu 12 March, 10am–1pm at Caroline Springs Library and Learning Hub (register to attend via via City of Melton and linked in our Community Outreach page)

💡Wed 25 March, 10am–2pm at Newbury Child and Community Centre in Craigieburn, with Hume City Council

Events are also published on our Community Outreach webpage: https://www.ewov.com.au/about-us/our-community-outreach

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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