MAKING A COMPLAINT

If you have a problem with your energy company, you should try to resolve the problem with them first before contacting the Energy Industry Ombudsman South Australia (EIOSA) for assistance. When contacting your energy company to make a complaint, it is important to get your facts right, stay calm and polite at all times and be persistent.

Before calling:

• make a note of what you want to say (a brief and factual description)
• and have your energy account number or bill in front of you.

When calling your energy company,
remember to:

• write down the full name of the person you speak to, the date and time, and what is said,
• if your matter is urgent, let them know and explain why,
• explain your problem and what you would like them to do to resolve it,
• ask what they will do to resolve your complaint and how long it will take and,
• ask to speak to a team leader/supervisor if the customer service operator cannot resolve the issue.

If your complaint remains unresolved contact EIOSA.