Informing customers about External Dispute Resolution

We're proud to announce a new joint resource for energy and water companies, assisting them to inform customers about their right to access free, fair and independent external dispute resolution (EDR).

EDR gives customers a free, fair and independent option for their complaint. Ensuring that customers know about their right to contact energy and water ombudsman services is important – particularly as business activity returns to normal and there is a renewed focus on debt collections and disconnections,

To improve awareness, we joined with Energy & Water Ombudsman NSW (EWON), Energy and Water Ombudsman Victoria (EWOV) and Energy & Water Ombudsman SA (EWOSA) to develop a brochure for our members outlining how best to inform their customers of EDR services.

Aligning with the recently released AS 10002:2022 Guidelines for complaint management in organizations (ISO 10002:2018, NEQ), the brochure outlines best practice ways that Energy and Water Ombudsman members can promote EDR services to their customers to demonstrate their commitment to consumer protections while helping to build confidence and trust in the sector.

Members are encouraged to include energy and water ombudsman details in both verbal and written communications such as bills, payment plans, customer hardship and debt recovery, along with digital platforms such as websites, chats, social media and apps.

Download the brochure (PDF, 182.65 KB).