Sustainability Report 2006/07Energy and Water Ombudsman (Victoria)
The Energy and Water Ombudsman’s role is to receive, investigate and facilitate resolution of complaints and disputes between Victorian consumers of energy and water and providers of these services. The scheme provides consumers with a free, specialised and independent dispute resolution process as an alternative to legal proceedings or other complaint processes.
Industry participants fund the scheme and its board includes representatives from the water, gas and electricity industries as well as consumer bodies. Its independent chairman is appointed by the Victorian Government, which also appoints the Ombudsman.
Melbourne Water has a procedure, initiated through our Customer Service Centre, to ensure prompt response to all complaints received from the Ombudsman’s office. Supporting the investigation process, we consider the underlying customer liaison issues relating to the complaint and possible improvements in the way we service our customers.
Melbourne Water responded to 17 cases this year, four more than last year. Inquiries covered a range of issues including planning approvals, flood management, compliance with the Water Act, building overlays, wetland construction, drainage rates and diversion licences.
One complaint that was ongoing from last year involved flood levels in a local creek, and this was resolved during the year. At 30 June 2008, one complaint, relating to stream frontage works, was still to be resolved.