WHAT TO DO IF YOU HAVE A COMPLAINT

1Know the complaint
  • Take your time
  • Clarify the issues
  • Consider a resolution
 
2Read our website and FAQs  
3Try to resolve  
4Seek Further Assistance  

About us

The smooth supply of electricity, gas and water is something we often take for granted in South Australia. We consider these services to be essential.

About the Energy and Water Ombudsman SA

We understand that things can go wrong and that is why it is important that consumers have access to the Energy and Water Ombudsman SA. We are an independent service that can investigate and resolve disputes between electricity, gas and water retailers and distributors and their customers.

We are free and informal.

Our scheme is available at no cost to consumers and is readily accessible regardless of ethnicity, language skills, physical or mental abilities or geographic location within South Australia.

We are not an advocacy service.

We are a scheme for complaint resolution, not for advocacy. We act independently whilst maintaining good working relationships with our members, consumer organisations and other interested bodies.

We are not a government department.

As a not-for-profit public company limited by guarantee and governed by a constitution and charter, our independence is assured by a Board of Directors, equal number of whom are nominated and elected by the industries and directors nominated by the regulator to represent the customers of electricity, gas and water services or public interest groups relevant to those services, and an independent Chair.

One of our fundamental and guiding principles is that of fairness to all parties, maximising the opportunity for a just, economical, informal and speedy resolution within an environment of privacy and confidentiality.

Mission and principles

At the Energy and Water Ombudsman SA our mission is to facilitate the prompt resolution of complaints and disputes between consumers of electricity, gas and water services and members of the scheme by providing a free, independent, accessible, fair and informal service to consumers.

Our services are free to consumers.

Our guiding principles are that we will:

  • Deal with complaints in a fair, just, informal and expeditious manner.
  • Act independently while maintaining good working relationships with members and other stakeholders.
  • Be readily accessible to consumers of electricity, gas, and water and sewerage services in South Australia regardless of their ethnicity, language skills, physical or mental abilities or geographical location.
  • Be fair to all parties thus ensuring a just, economical, informal and speedy resolution within an environment of privacy and confidentiality.
  • Staff our office with capable people, sensitive to consumer issues, and equipped to make optimal use of technology to receive and resolve enquiries, complaints and disputes in an economical and timely manner.
  • Foster the development of community awareness and develop a public profile in keeping with the status and role of the scheme.
  • Foster effective links and working relationships with our members, other complaint handling bodies, government agencies, and consumer and community organisations.

Working with other Ombudsmen

ANZOA

The Ombudsman, Sandro Canale, is a member of the Australian and New Zealand Ombudsman Association (ANZOA). Established in 2003, ANZOA is a professional association and the peak body for Ombudsmen in Australia and New Zealand. ANZOA's members are individual Ombudsmen working in not-for-profit industry-based, parliamentary and other statutory offices, which meet accepted high standards of independence, impartiality and effectiveness, and which observe the Benchmarks for Industry-Based Customer Dispute Resolution (CDR Benchmarks). Through the Ombudsman’s membership of ANZOA, our staff benefit from the professional development opportunities offered by participation in ANZOA’s interest groups, for staff who perform similar roles. More information at www.anzoa.com.au.

ANZEWON

The Ombudsman is an active member of ANZEWON, Australia & New Zealand Energy and Water Ombudsman Network. The aim of the network is to share information (eg training, systems, processes), and systemic issues arising from complaints. The network works towards as much consistency as possible between schemes.

Who is the Ombudsman?

Sandy Canale

Sandro Canale
Energy and Water Ombudsman SA

Sandro Canale

Sandy is the Energy and Water Ombudsman SA, having been appointed to the position in December 2007. Sandy is a member of the Australian and New Zealand Ombudsman Association and the Australian and New Zealand Energy and Water Ombudsman Network.

He has extensive general management experience in a number of large service organisations and experience in a number of disciplines including customer services, corporate affairs, support services, property, project management, contract management, process improvement and change management.

A significant portion of his career has involved responsibility for the delivery and improvement of customer facing services, customer assistance programs and the resolution of customer related matters.

Sandy is a former Director of the Energy Industry Ombudsman Scheme in SA and has also served as a Director on the Boards of the Energy and Water Ombudsman Schemes of Victoria and NSW. He is currently the Chair of the Centres Advisory Committee for St Vincent de Paul Society SA.

He holds tertiary qualifications in property and business management.

Organisational Chart

 

Our History

ESTABLISHED
2000

In the beginning

Electricity Industry Ombudsman SA Logo The Company started as Electricity Industry Ombudsman (SA) Limited in 2000 dealing only with complaints related to the electricity industry in South Australia.

2003

Incorporating gas

Energy Industry Ombudsman SA Logo The jurisdiction of the scheme was broadened in November 2003 to include the gas industry. The Company's name was changed to Energy Industry Ombudsman (SA) Limited. .

2004

Gas becomes competitive

From 28 July 2004 the gas market in South Australia became competitive.

2011

Incorporating water

Energy and Water Ombudsman SA Logo In December 2011 SA Water joined the Scheme voluntarily. The Company name was changed to Energy and Water Ombudsman (SA) Limited on 7 December 2011.

2012

Water industry compliance

From 1 July 2012 the Scheme expanded to accommodate the inclusion of the rest of the water industry in South Australia.

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