What we do

Most issues are resolved quickly by customers directly with their energy company. However, if you remain dissatisfied with the response provided by your energy company, you can contact the Energy Industry Ombudsman for assistance. 

The Energy Industry Ombudsman can handle a whole range of issues that include:

• Billing disputes,
• Problems with the provision and supply of electricity or gas,
• Complaints about the marketing or sale of gas or electricity,
• Disconnection disputes,
• Credit and payment difficulties,
• Complaints about the way electricity or gas companies have accessed your property,
• Behaviour and manner of electricity or gas company staff,
  contractors and agents.

The Ombudsman has no authority over:

• Electricity or gas pricing policies and tariff structures,
• Government policies, codes or legislation,
• Power or gas supply interruptions, which may have been caused by emergency load shedding,
• Complaints which have already been considered by
  a court, tribunal or arbitrator,
• Customer contribution to the cost of capital works,
• Complaints relating to electrician or gas fitter services or appliances (including solar systems)