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WHAT WE DO

Most issues are resolved quickly by customers directly with their energy or water supplier. However, if you remain dissatisfied with the response provided by your energy or water supplier, you can contact us.

We are able to assist with complaints about: ....more>>

Billing: High or disputed bills, not receiving bills, errors on your bill, bulk hot water bills, estimated or incorrect usage charged, incorrect tariffs, rates or fees and charges applied.

Credit: Payment difficulties, default listing, disconnection or imminent disconnection of your energy supply or restriction of your water supply for the non-payment of bills.

Connections: Problems with the provision and supply of electricity, gas or water.

Supply: Supply quality, planned or unplanned energy or water interruptions, or if you suffer damages or loss due to supply issues.

Marketing: The conduct of energy salespeople, pressuring you into accepting a contract or providing misleading information.

Transfer: The incorrect transfer of your account to another supplier, or delays with a transfer.

Customer Service: The behaviour and manner of energy or water company staff, contractors and agents or the way they have accessed your property.

We are unable to assist with complaints about: ....more>>

Energy or water pricing policies and tariff structures
Government policies, codes or legislation
Supply interruptions caused by emergency situations
Complaints which have already been considered
by a court, tribunal or arbitrator, or are before
one of those bodies
Customer contribution to the cost of capital works
Complaints relating to electrician, gas fitter or
plumbing services or appliances including solar
systems
On-selling energy or water to tenants in caravan
parks, retirement villages and other multitenanted
dwellings
Bottled LPG.

If we are unable to assist you we will provide
the appropriate contacts to help with addressing
your complaint.

How we resolve complaints: ....more>>

Step 1: Enquiry

When you contact us, we will determine if we can assist with your complaint. We may be able to provide general industry information to assist with your enquiry.

If we are unable to assist, we will do our best to give you advice on where you can go for further assistance.

If we are able to assist, we will need to assess whether you have given the company an opportunity to resolve your issue. We may ask you to contact the company to attempt to resolve the issue directly with them.

If we are able to assist, we will first need to determine whether you have contacted your energy or water supplier to allow them an opportunity to resolve your complaint. If you have not contacted them, we will ask you to do this first before we offer further assistance.

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Step 2: Refer to Higher Level (RHL)

If you have contacted your supplier and you are not satisfied with their response, you can contact us for further assistance. We will refer the matter to a higher level with your supplier (usually their customer relations team). A case manager will contact you within three working days, and we will allow them the opportunity to resolve the matter directly with you.

If a case manager has not contacted you within three working days, let us know and we will address this and ensure that they make contact with you as soon as possible.

In some cases, it may take up to six weeks for the company to resolve the issue. We will expect updates from the company and will monitor progress.

We will be provided with a closure response from your supplier confirming the outcome and that you are satisfied with this outcome, and will close the case.

Step 3: Facilitation

If you have not been able to resolve the matter directly with the case manager at the higher level with the company, or you remain dissatisfied with their response, you can contact us again and we will consider how we may assist further.

If we decide that we may be able to work with your supplier to resolve the matter or provide a satisfactory explanation to you within three weeks, we will facilitate the matter between you and your supplier and work towards a fair and reasonable outcome.

In this situation, we will endeavour to maintain regular contact with you to keep you up to date with progress.

In most cases, once the issue has been resolved, we will write to you to provide a short written summary of the resolution and we will consider the case closed.

Step 4: Investigation

In the situation as above where you have not been able to resolve the matter directly with the case manager at the higher level with your supplier, and we decide that it is likely that we would not be able to facilitate a resolution within three weeks, we may agree to investigate the matter independently.

In order to help us be clear about the details of your issue, we may ask you to provide a written summary along with any relevant supporting documentation, such as copies of bills and letters received from your supplier.

To assist in investigations, we will request information from your supplier such as:

Account records
Copies of letters or other correspondence
Technical reports
Details of any offers such as compensation
Decisions made by the company regarding your complaint.

We may also request further action from the company such as a meter readings, inspections or tests.

In this situation, we may need up to a further eight weeks (or longer, depending on the complexity of the issue) to complete our investigation, but we will endeavour to maintain regular contact with you to keep you up to date with progress.

We will review all of the information provided by you and the company and work towards a fair and reasonable outcome, and then write to you to provide a detailed response to summarise our conclusions and we will consider the case closed.

Step 5: Review

Should you remain dissatisfied with the outcome of the matter after we have completed an investigation, you may write directly to the Ombudsman with a detailed summary of the aspects of our investigation that you are dissatisfied with, and the Ombudsman may consider a review of the investigation.

However, we may find that the outcome of our investigation stands, and we will be unable to offer any further assistance.

1 - First things First

Contact your energy or water supplier and explain your situation with them first and what you would like them to do. Have your account details with you and keep a record of names, dates and time of your contact with your supplier.

2 - You need an Answer

If the person you are talking to is unable to provide a solution ask to speak to someone in authority who can. Remember to record the names of people you speak to at your supplier.

3 - Not Resolved We can Help

If you remain dissatisfied with the response provided by your energy or water supplier, then contact us for assistance.

Tip
Prepare clear factual notes detailing the situation and what action you believe appropriate, and have a notebook or paper in which to record the discussion with the company. Remain calm at all times and be persistent with the facts.

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