Given the millions of energy customers, it’s not surprising that thousands of complaints about energy retailers are made annually. Customers want some form of resolution and, at the very least, acknowledgement of the issue raised. We’ll explain how to make an effective complaint and escalate things if the matter isn’t progressing.
It seems no one is immune. Look online, and you’ll find complaints about every retailer. Typically, problems raised include:
what the problem is
how do you want it fixed
If you receive a reference number – take note of this, along with the time and person you spoke to. Ask about the process to understand when you might expect a response. Often, you’ll find this is enough to resolve the problem. But, if there is still an issue, phone the retailer and ask to speak with a senior officer or manager. Then write down:
their name
when you phoned
what you talked about.
If they give you a reference number, write it down as well.
You can also write your complaint, either by email or mail, so that the retailer has a detailed record of it that you can refer to later.
Telephone: (02) 6207 1740
Post: GPO Box 370, Canberra ACT 2601
Email: acatenergyandwater@act.gov.au
Website: www.acat.act.gov.au
NSW Freecall: 1800 246 545
Post: Reply Paid 86550, Sydney South NSW 1234
Email: complaints@ewon.com.au
Website: www.ewon.com.au
Freecall: 1800 662 837
Email: complaints@ewoq.com.au
In person: Level 16/53 Albert Street, Brisbane City QLD 4000
Website: www.ewoq.com.au
Freecall: 1800 665 565
Post: GPO Box 2947 Adelaide SA 5001
In person (strictly by appointment only): Level 11, 50 Pirie Street Adelaide SA 5000
Website: www.ewosa.com.au
Freecall: 1800 001 170
Post: GPO Box 960 Hobart TAS 7001
Email: ombudsman@ombudsman.tas.gov.au
Website: www.energyombudsman.tas.gov.au
Freecall: 1800 500 509
Post: Reply Paid 469, Melbourne VIC 8060
Email: ewovinfo@ewov.com.au
Website: www.ewov.com.au
- customers feel they were overcharged
- energy was wrongly cut off
- the retailer did not help you when it was hard to pay a bill
- salespeople keep calling or visiting you after you told them to stop
- salespeople were too pushy
- no one told you that you had ten business days to change your mind about a new energy plan you agreed to.
Outage or supply problem? Contact the network
You must contact your energy network if the complaint relates to an outage or other supply problem, like damaged power lines. After all, the network manages the poles, wires, and connections to your property. Only the network can fix the problem. On the front page of every electricity bill and retailer’s websites, you will find a prominent Faults and Emergencies section. They’ll be a number to call. Rest assured, every network has teams that respond rapidly to energy emergencies.Missing a meter read?
If your power bills are still an estimate after many months, you can ask your retailer to arrange a meter reading. Your electricity retailer uses a metering provider to collect information from every property. And they schedule a meter read. Sometimes, a fee may apply, which you can ask the retailer about before proceeding with the request. Gas is different. If you need help with your natural gas meter reading, you’ll need to contact your gas network.
Serious issues with your retailer?
If you have a problem with your bill or want to complain about a retailer, here are the steps to help you resolve the issue as quickly as possible.Be clear about the issue.
You must be clear about the issue and how you’d like it resolved. If the problem is related in any way to energy costs, it’s important to check your bills and the contract in detail. Keep these handy because you’ll need to refer to them. Review the retailer’s welcome pack or rate notice letters if the issue relates to rates, If your bills don’t ‘seem right,’ check whether the meter reading is actual or an estimate. This will be stated on the bill. It’s a small line item on a bill, but it can make a big difference. Arranging a meter read is the only way to understand the usage. If you are unclear about the charges on your bill, it’s reasonable to ask for an explanation. It helps to understand your rights and energy retailers’ obligations to customers when they have problems paying a bill. Seek advice.Contact the retailer
First, phone or write to your energy retailer. Tell them:what the problem is
how do you want it fixed
If you receive a reference number – take note of this, along with the time and person you spoke to. Ask about the process to understand when you might expect a response. Often, you’ll find this is enough to resolve the problem. But, if there is still an issue, phone the retailer and ask to speak with a senior officer or manager. Then write down:
their name
when you phoned
what you talked about.
If they give you a reference number, write it down as well.
You can also write your complaint, either by email or mail, so that the retailer has a detailed record of it that you can refer to later.
Still not fixed? Contact the energy ombudsman.
If you’ve tried to resolve the issue with the retailer and are still waiting for a better outcome, you should contact the energy ombudsman. The energy ombudsman for each state and territory fixes problems between customers and energy retailers. This free service assists consumers in addressing unresolved issues related to the sale and supply of energy. You will find the Energy and Water Ombudsman’s contact details below.Australian Capital Territory
ACT Civil and Administrative Tribunal (ACAT)Telephone: (02) 6207 1740
Post: GPO Box 370, Canberra ACT 2601
Email: acatenergyandwater@act.gov.au
Website: www.acat.act.gov.au
New South Wales
Energy & Water Ombudsman NSW (EWON)NSW Freecall: 1800 246 545
Post: Reply Paid 86550, Sydney South NSW 1234
Email: complaints@ewon.com.au
Website: www.ewon.com.au
Queensland
Energy and Water Ombudsman Queensland (EWOQ)Freecall: 1800 662 837
Email: complaints@ewoq.com.au
In person: Level 16/53 Albert Street, Brisbane City QLD 4000
Website: www.ewoq.com.au
South Australia
Energy & Water Ombudsman SA (EWOSA)Freecall: 1800 665 565
Post: GPO Box 2947 Adelaide SA 5001
In person (strictly by appointment only): Level 11, 50 Pirie Street Adelaide SA 5000
Website: www.ewosa.com.au
Tasmania
Energy & Water Ombudsman TAS (EWOT)Freecall: 1800 001 170
Post: GPO Box 960 Hobart TAS 7001
Email: ombudsman@ombudsman.tas.gov.au
Website: www.energyombudsman.tas.gov.au
Victoria
Energy & Water Ombudsman Victoria (EWOV)Freecall: 1800 500 509
Post: Reply Paid 469, Melbourne VIC 8060
Email: ewovinfo@ewov.com.au
Website: www.ewov.com.au