Step 2: Contact us

If your provider could not resolve your complaint to your satisfaction or within a reasonable time, free call us on 1800 665 565 or fill in our online form.

As an independent dispute resolution service, we can help with most issues that lead to complaints, such as billing, equipment problems, service connections, transfer of accounts and the behaviour of staff. If we can't help with a complaint, we will tell you who can.

Please remember that we are not an advocacy service, so we can't act on your behalf to resolve your complaint. When you raise a complaint with us, we expect you to speak to and work with your provider to try to reach a resolution.

How to make a complaint

What information we will need

To help us discuss your complaint with your provider, we will need some information from you.

For example, if your complaint is about a high bill, please:

have the high bill with you
have details of your previous bills and usage
have your account or customer number
have your meter number (water), NMI (electricity) or MIRN (gas)
be ready to explain exactly why you feel the bill is wrong
tell us what you want to resolve the dispute.

What to expect

Allow yourself enough time to talk to us, usually 15 to 20 minutes. If you can't give us all the information we need to help you, we may ask you to call back another time.

Using AI tools for complaints