How we can help you

We assist you to resolve complaints with your electricity, gas or water provider. This includes complaints from residential customers and businesses.

We are an independent dispute resolution service and free for South Australians. We are not customer advocates and do not represent providers.

Before you contact us you need to try and resolve the issue with your electricity, gas, embedded network or water provider.

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

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.