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2009 Annual Report

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2009 Annual Report Energy and Ombudsman Water (Victoria) 2009 Annual Report Energy and Water Ombudsman (Victoria) 2009 Annual Report ELGAS KLEENHEAT ORIGIN ENERGY LPG POWERGAS SUPAGAS AGL SALES AUSTRALIAN POWER & GAS ENERGYAUSTRALIA ORIGIN ENERGYELGAS KLEENHEAT ORIGIN ENERGY LPG POWERGAS SUPAGAS AGL SALES AUSTRALIAN POWER & GAS ENERGYAUSTRALIA ORIGIN ENERGY RED ENERGY SIMPLY ENERGY TRUENERGY VICTORIA ELECTRICITY CITY WEST WATER SOUTH EAST WATER YARRA VALLEY WATER MELBOURNERED ENERGY SIMPLY ENERGY TRUENERGY VICTORIA ELECTRICITY CITY WEST WATER SOUTH EAST WATER YARRA VALLEY WATER MELBOURNE WATER BARWON WATER CENTRAL HIGHLANDS WATER COLIBAN WATER EAST GIPPSLAND WATER GIPPSLAND WATER GOULBURN VALLEYWATER BARWON WATER CENTRAL HIGHLANDS WATER COLIBAN WATER EAST GIPPSLAND WATER GIPPSLAND WATER GOULBURN VALLEY WATER GRAMPIANS WIMMERA MALLEE WATER LOWER MURRAY WATER NORTH EAST WATER SOUTH GIPPSLAND WATER WANNON WATERWATER GRAMPIANS WIMMERA MALLEE WATER LOWER MURRAY WATER NORTH EAST WATER SOUTH GIPPSLAND WATER WANNON WATER WESTERN WATER WESTERNPORT WATER GOULBURN-MURRAY WATER GRAMPIANS WIMMERA MALLEE WATER LOWER MURRAY WATER WESTERN WATER WESTERNPORT WATER GOULBURN-MURRAY WATER GRAMPIANS WIMMERA MALLEE WATER LOWER MURRAY WATER SOUTHERN RURAL WATER AGL SALES AURORA ENERGY AUSTRALIAN POWER & GAS CLICK ENERGY COUNTRY ENERGY DODO POWER &SOUTHERN GAS RURAL WATER AGL SALES AURORA ENERGY AUSTRALIAN POWER & GAS CLICK ENERGY COUNTRY ENERGY DODO POWER & GAS ENERGYAUSTRALIA ENERGYONE INTEGRAL ENERGY JACKGREEN MOMENTUM ENERGY NEIGHBOURHOOD ENERGY ORIGIN ENERGY POWERDENERGYAUSTRALIAI- ENERGYONE INTEGRAL ENERGY JACKGREEN MOMENTUM ENERGY NEIGHBOURHOOD ENERGY ORIGIN ENERGY POWERDI- RECT POWERDIRECT AUSTRALIA RED ENERGY SIMPLY ENERGY SUN RETAIL TRUENERGY VICTORIA ELECTRICITY CITIPOWER JEMENA (FORMERLYRECT POWERDIRECT AUSTRALIA RED ENERGY SIMPLY ENERGY SUN RETAIL TRUENERGY VICTORIA ELECTRICITY CITIPOWER JEMENA (FORMERLY ALINTA AE) POWERCOR AUSTRALIA SP AUSNET UNITED ENERGY DISTRIBUTION NATIONAL GRID (BASSLINK) SP AUSNET AGL SALES AGL ALINTA AE) POWERCOR AUSTRALIA SP AUSNET UNITED ENERGY DISTRIBUTION NATIONAL GRID (BASSLINK) SP AUSNET AGL SALES AGL SALES (QUEENSLAND) AUSTRALIAN POWER & GAS ENERGYAUSTRALIA ORIGIN ENERGY RED ENERGY SIMPLY ENERGY TRUENERGY VICTORIASALES (QUEENSLAND) AUSTRALIAN POWER & GAS ENERGYAUSTRALIA ORIGIN ENERGY RED ENERGY SIMPLY ENERGY TRUENERGY VICTORIA ELECTRICITY ENVESTRA MULTINET GAS SP AUSNET ELGAS KLEENHEAT ORIGIN ENERGY LPG POWERGAS SUPAGAS AGL SALES AUSTRALIANELECTRICITY ENVESTRA MULTINET GAS SP AUSNET ELGAS KLEENHEAT ORIGIN ENERGY LPG POWERGAS SUPAGAS AGL SALES AUSTRALIAN POWER & GAS ENERGYAUSTRALIA ORIGIN ENERGY RED ENERGY SIMPLY ENERGY TRUENERGY VICTORIA ELECTRICITY CITY WEST WATERPOWER & GAS ENERGYAUSTRALIA ORIGIN ENERGY RED ENERGY SIMPLY ENERGY TRUENERGY VICTORIA ELECTRICITY CITY WEST WATER SOUTH EAST WATER YARRA VALLEY WATER MELBOURNE WATER BARWON WATER CENTRAL HIGHLANDS WATER COLIBAN WATER EAST SOUTH EAST WATER YARRA VALLEY WATER MELBOURNE WATER BARWON WATER CENTRAL HIGHLANDS WATER COLIBAN WATER EAST GIPPSLAND WATER GIPPSLAND WATER GOULBURN VALLEY WATER GRAMPIANS WIMMERA MALLEE WATER LOWER MURRAY WATER NORTHGIPPSLAND WATER GIPPSLAND WATER GOULBURN VALLEY WATER GRAMPIANS WIMMERA MALLEE WATER LOWER MURRAY WATER NORTH EAST WATER SOUTH GIPPSLAND WATER WANNON WATER WESTERN WATER WESTERNPORT WATER GOULBURN-MURRAY WATER GRAMPIANSEAST WATER SOUTH GIPPSLAND WATER WANNON WATER WESTERN WATER WESTERNPORT WATER GOULBURN-MURRAY WATER GRAMPIANS WIMMERA MALLEE WATER LOWER MURRAY WATER SOUTHERN RURAL WATER AGL SALES AURORA ENERGY AUSTRALIAN POWER & GASWIMMERA MALLEE WATER LOWER MURRAY WATER SOUTHERN RURAL WATER AGL SALES AURORA ENERGY AUSTRALIAN POWER & GAS CLICK ENERGY COUNTRY ENERGY DODO POWER & GAS ENERGYAUSTRALIA ENERGYONE INTEGRAL ENERGY JACKGREEN MOMENTUM CLICK ENERGY COUNTRY ENERGY DODO POWER & GAS ENERGYAUSTRALIA ENERGYONE INTEGRAL ENERGY JACKGREEN MOMENTUM ENERGY NEIGHBOURHOOD ENERGY ORIGIN ENERGY POWERDIRECT POWERDIRECT AUSTRALIA RED ENERGY SIMPLY ENERGY SUN RETAILENERGY NEIGHBOURHOOD ENERGY ORIGIN ENERGY POWERDIRECT POWERDIRECT AUSTRALIA RED ENERGY SIMPLY ENERGY SUN RETAIL TRUENERGY VICTORIA ELECTRICITY CITIPOWER JEMENA (FORMERLY ALINTA AE) POWERCOR AUSTRALIA SP AUSNET UNITED ENERGY DISTRI-TRUENERGY VICTORIA ELECTRICITY CITIPOWER JEMENA (FORMERLY ALINTA AE) POWERCOR AUSTRALIA SP AUSNET UNITED ENERGY DISTRI- BUTION NATIONAL GRID (BASSLINK) SP AUSNET AGL SALES AGL SALES (QUEENSLAND) AUSTRALIAN POWER & GAS ENERGYAUSTRALIA ORIGINBUTION NATIONAL GRID (BASSLINK) SP AUSNET AGL SALES AGL SALES (QUEENSLAND) AUSTRALIAN POWER & GAS ENERGYAUSTRALIA ORIGIN ENERGY RED ENERGY SIMPLY ENERGY TRUENERGY VICTORIA ELECTRICITY ENVESTRA MULTINET GAS SP AUSNET ELGAS KLEENHEAT ORIGINENERGY RED ENERGY SIMPLY ENERGY TRUENERGY VICTORIA ELECTRICITY ENVESTRA MULTINET GAS SP AUSNET ELGAS KLEENHEAT ORIGIN ENERGY LPG POWERGAS SUPAGAS AGL SALES AUSTRALIAN POWER & GAS ENERGYAUSTRALIA ORIGIN ENERGY RED ENERGY SIMPLY ENERGY LPG POWERGAS SUPAGAS AGL SALES AUSTRALIAN POWER & GAS ENERGYAUSTRALIA ORIGIN ENERGY RED ENERGY SIMPLY ENERGY TRUENERGY VICTORIA ELECTRICITY CITY WEST WATER SOUTH EAST WATER YARRA VALLEY WATER MELBOURNE WATER BARWONENERGY TRUENERGY VICTORIA ELECTRICITY CITY WEST WATER SOUTH EAST WATER YARRA VALLEY WATER MELBOURNE WATER BARWON WATER CENTRAL HIGHLANDS WATER COLIBAN WATER EAST GIPPSLAND WATER GIPPSLAND WATER GOULBURN VALLEY WATER GRAMPIANSWATER CENTRAL HIGHLANDS WATER COLIBAN WATER EAST GIPPSLAND WATER GIPPSLAND WATER GOULBURN VALLEY WATER GRAMPIANS CONTacTING EWOV EWOV can help if you have a problem with an electricity, gas or water company which you can’t resolve directly with that company. Our services are free and available to everyone. Calls from restricted phone services — ring 12550 (Telstra reverse charges) and ask for (03) 9649 7599 — EWOV will accept the reverse charges and the call cost. Calls from mobile phones may attract charges — we can ring you back Freecall: 1800 500 509 Freefax: 1800 500 549 Interpreter service: 131 450 National Relay Service: 133 677 Email: [email protected] Website: www.ewov.com.au Postal address: GPO Box 469 Melbourne 3001 ABN: 57 070 516 175 About this report EWOV’s Annual Report is prepared and Contents distributed in accordance with the Ombudsman’s Statement of governance 2 responsibility under the EWOV Charter and the Chairperson’s report 3 principle of ‘accountability’ in the Benchmarks Ombudsman’s report 4 for Industry-Based Customer Dispute Resolution Schemes (the ‘National Benchmarks’). EWOV: the numbers 7 EWOV: the issues 17 EWOV people 22 EWOV at work 26 Electricity cases, issues and case studies 30 Our mission Gas cases, issues and case studies 36 Acronyms used in this report We provide independent advice, Water cases, issues and case studies 42 ADR – alternative dispute resolution information and referral regarding EWOV scheme participants 48 ELGAS KLEENHEATenergy ORIGIN and water ENERGY services. LPG POWERGAS SUPAGAS AGL SALES AUSTRALIAN POWER & GAS ENERGYAUSTRALIA ORIGIN ENERGYELGAS KLEENHEATAER –ORIGIN Australian ENERGY Energy RegulatorLPG POWERGAS SUPAGAS AGL SALES AUSTRALIAN POWER & GAS ENERGYAUSTRALIA ORIGIN ENERGY RED ENERGY SIMPLY ENERGY TRUENERGY VICTORIA ELECTRICITYLooking ahead CITY WEST WATER SOUTH49 EAST WATER YARRA VALLEY WATER MELBOURNERED ENERGY SIMPLY ENERGY TRUENERGY VICTORIA ELECTRICITY CITY WEST WATER SOUTH EAST WATER YARRA VALLEY WATER MELBOURNE WATER BARWONWe WATER receive ,CENTRAL investigate HIGHLANDS and facilitate WATER COLIBAN WATER EAST GIPPSLAND WATER GIPPSLAND WATER GOULBURN VALLEY WATER BARWONANZEWON WATER – CENTRALAustralia & HIGHLANDSNew Zealand WATER COLIBAN WATER EAST GIPPSLAND WATER GIPPSLAND WATER GOULBURN VALLEY WATER GRAMPIANS WIMMERA MALLEE WATER LOWER MURRAYFinancial statementsWATER NORTH EAST WATER50 SOUTH GIPPSLAND WATER WANNON WATERWATER GRAMPIANS WIMMERA MALLEE WATER LOWER MURRAY WATER NORTH EAST WATER SOUTH GIPPSLAND WATER WANNON WATER WESTERN WATERthe WESTERNPORT resolution of complaints WATER GOULBURN-MURRAYinvolving WATER GRAMPIANS WIMMERA MALLEE WATER LOWER MURRAY WATER WESTERN WATEREnergy WESTERNPORT and Water Ombudsman WATER Network GOULBURN-MURRAY WATER GRAMPIANS WIMMERA MALLEE WATER LOWER MURRAY WATER SOUTHERN RURALconsumers WATER of AGLenergy SALES and AURORAwater ENERGY AUSTRALIAN POWER & GAS CLICK ENERGY COUNTRY ENERGY DODO POWER & GASOUTHERNS RURAL WATER AGL SALES AURORA ENERGY AUSTRALIAN POWER & GAS CLICK ENERGY COUNTRY ENERGY DODO POWER & GAS ENERGYAUSTRALIA ENERGYONE INTEGRAL ENERGY JACKGREEN MOMENTUM ENERGY NEIGHBOURHOOD ENERGY ORIGIN ENERGY POWERDENERGYAUSTRALIAI- ANZOA ENERGYONE – Australian and INTEGRAL New Zealand ENERGY JACKGREEN MOMENTUM ENERGY NEIGHBOURHOOD ENERGY ORIGIN ENERGY POWERDI- RECT POWERDIRECTservices AUSTRALIA in Victoria RED and ENERGYscheme SIMPLY ENERGY SUN RETAIL TRUENERGY VICTORIA ELECTRICITY CITIPOWER JEMENA (FORMERLYRECT POWERDIRECT AUSTRALIA RED ENERGY SIMPLY ENERGY SUN RETAIL TRUENERGY VICTORIA ELECTRICITY CITIPOWER JEMENA (FORMERLY ALINTA AE) POWERCOR AUSTRALIA SP AUSNET UNITED ENERGY DISTRIBUTION NATIONAL GRID (BASSLINK) SP AUSNET AGL SALES AGL ALINTA AE) POWERCOROmbudsman AUSTRALIA Association SP AUSNET UNITED ENERGY DISTRIBUTION NATIONAL GRID (BASSLINK) SP AUSNET AGL SALES AGL SALES (QUEENSLAND)participants. AUSTRALIAN POWER & GAS ENERGYAUSTRALIA ORIGIN ENERGY RED ENERGY SIMPLY ENERGY TRUENERGY VICTORIASALES (QUEENSLAND) AUSTRALIAN POWER & GAS ENERGYAUSTRALIA ORIGIN ENERGY RED ENERGY SIMPLY ENERGY TRUENERGY VICTORIA ELECTRICITY ENVESTRA MULTINET GAS SP AUSNET ELGAS KLEENHEAT ORIGIN ENERGY LPG POWERGAS SUPAGAS AGL
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