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You can contact us through any of the following:
Once we have received your complaint, we will reply to you within 2 working days to confirm we have received it. From there we will contact you directly to work through the issue with you, and continue to update you via email.
We will monitor your complaint progress regularly to ensure we resolve it with you as soon as possible. We aim to resolve all complaints within 20 working days.
If it takes us longer than 20 working days to resolve your problem, then we’ll contact you to let you know and to give you further options.
We’re a member of The Energy and Water Ombudsman, which is a free and independent complaints resolution scheme. If for some reason you are dissatisfied about the resolution of your complaint, or we can’t resolve your complaint or problem within 20 working days, you can take your complaint to:
Energy & Water Ombudsman NSW
Reply Paid 86550
Sydney South NSW 1234
Energy & Water Ombudsman of Victoria
Reply Paid 469
Melbourne VIC 8060
Nothing in our complaints process takes away any rights you may have under legislation, or your right to make a claim to a court or disputes tribunal, or your right to complain to The Energy and Water Ombudsman at any time.