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

Downloadable Fact Sheets

Choosing a retailerChoosing a retailer

There are many important things to consider when choosing a retailer. Here are some tips! (492 kb)

Marketing stylesMarketing styles

Retailers are limited by legislation as to how and when they may contact you. Know your rights! (483 kb)

Energy contracts explained Energy contracts explained

Prices, discounts, exit fees... make sure you know what you are agreeing to when you accept a contract. (551 kb)

Getting connected Getting connected

Information on how to arrange the smooth connection of your energy or water supply at an existing property. (486 kb)

Connecting at a new propertyConnecting at a new property

Moving into a new house? This guide will help you with new connections. (404 kb)

Multi language Multi language

Summary of our services and contact details in a number of different languages. (1,244 kb)

Meters explainedMeters explained

Here's a guide to reading your meter, locating your meter number and identifying high usage. (1,113 kb)

Higher bills explainedHigher bills explained

A guide to help you understand the possible reason for a higher than expected bill. (484 kb)

Payment assistance Payment assistance

Need to work out a payment arrangement or get advice as to what's available as a consumer? This downloadable guide can help. (477 kb)

Avoid disconnection Avoid disconnection

Here are some of the steps you can take to avoid disconnection or restriction of supply. (482 kb)

Handling a complaint Handling a complaint

Making a complaint can be stressful and frustrating, but with some simple tips you may resolve your issue sooner. (485 kb)

Measuring electrical usage Measuring electrical usage

You may want to monitor your usage, especially if you receive a high bill. This fact sheet shows you how. (588 kb)