Janine Young, Ombudsman
Janine Young was appointed Energy & Water Ombudsman NSW in November 2014, having gained extensive experience providing independent dispute resolution service as the Victorian Public Transport Ombudsman (2010-14) and Deputy Ombudsman at the Energy and Water Ombudsman (Victoria) (2003-2010).
Janine is passionate about social justice and ensuring essential services are accessible, especially for those experiencing, or at risk of experiencing, vulnerability. Across her career, Janine has focused on improving social inclusion and community connectedness and delivering innovative, accessible, and equitable services.
Janine is Secretary/Treasurer of the Australian and New Zealand Ombudsman Association (ANZOA) and a member of Chief Executive Women. Janine holds undergraduate qualifications in Marketing and Management, an MBA and is a Graduate of the Australian Institute of Company Directors. Janine is also on the Standards Australia QR015, the Committee responsible for reviewing/maintaining the Guidelines for Complaint Handling in Organisations (AS10002).
Rosa Krilic, Deputy Ombudsman
In 2024, we welcomed Rosa Krilic as our new Deputy Ombudsman to provide strategic support to the Ombudsman and undertake high level stakeholder engagement. Rosa also serves as our General Manager of Dispute Resolution.
Before joining EWON, Rosa led the Dispute Resolution and Compliance department at Humm Pty Ltd, overseeing complaint management teams worldwide. She's also been a Customer Advocate at Woolworths Group and led the Customer, Quality, and Performance Excellence team at UBank. With over 15 years of experience at the Commonwealth Bank, Rosa brings extensive expertise in managing customer relations.
Rosa is incredibly passionate about leading positive change. She believes in nurturing team culture, strategic planning, and continuously improving processes and performance through insightful analysis.
A dynamic and results-oriented leader, Rosa has a solid history of enhancing customer experiences through process improvement and strong leadership. She's adept at managing large teams across various areas like complaints, customer care, learning and development, quality, operations, and risk and compliance.
Our Teams
Dispute Resolutions
The Dispute Resolutions Team handles customer complaints against providers. This includes receiving, assessing, investigating and reviewing complaints to ensure that EWON achieves its key objective of fair, reasonable and independent complaint handling.
Governance, Awareness & Policy (GAP)
The Governance, Awareness & Policy Team oversees our governance, quality, member relation, communication, community outreach and policy functions by:
- coordinating our governance processes, including supporting the EWON Board and maintaining member relations through regular contact and reporting, and by holding forums to discuss issues underpinning complaints
- building awareness of our services and educating consumers and their advocates about energy and water issues through strategic communication activities and an extensive community outreach program
- driving continuous improvement of case management process by reviewing cases and implementing quality assurance processes
- identifying complaint trends and systemic issues arising from case work, providing advice and analytical support, conducting research, and preparing public submissions and comments on regulatory changes and industry developments.
Finance & Corporate Services
The Finance & Corporate Services Team manages our infrastructure and service delivery, including overseeing our finances, information and IT resources, human resources, general administration, and internal and external reporting functions.
