How we can help you

We can assist you when you have been unable to resolve your complaint directly with your supplier.

You must first give the supplier the opportunity to resolve your dispute before contacting us.

We are an independent dispute resolution service. We provide a free service to electricity, gas and water consumers; but we are not consumer advocates, nor do we advocate for the supplier.

Complaints we can take

You can contact us about your problems you may have about:

Your billing
Payment arrangements and difficulty in paying
Debt collection and credit default listings
Disconnection or restriction of your supply
Transferring from one energy supplier to another
Connection and supply of your energy or water services
The behaviour of your supplier’s staff, including their marketing and customer service departments
Meters, poles, wires and pipes
Energy and water supplier actions that may affect your land or other property
Your privacy

Complaints outside of our scope

There are some issues that we cannot take complaints about such as:

Pricing policies and tariff structures
Government policies, codes or legislation
Complaints that are being (or have been) considered in court, tribunal or arbitrator
Complaints about electrician, gas fitter or plumber services or appliances (including solar systems)
Consumer contributions to the cost of capital works
A supplier’s commercial activities outside of energy and water
Events beyond the supplier’s reasonable control
Actions a supplier is directed to take to maintain security or reliability.

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

How we can help you