We are sorry if things don’t go as planned. If you're not satisfied with our service, you can lodge a complaint by calling or emailing us directly.

We appreciate you taking the time to contact us, and we’ll do our best to get back to you as soon as possible.

What we do when we receive a complaint:

• Research: We will figure out what went wrong, why it happened, and how to fix it.
• Rectify: We will explain the issue to you, how we are fixing it, and next steps.
• Record: We will take note of the issue and make sure it does not happen again in the future.

Download our Standard Complaints and Disputes Resolution Procedure (PDF) here.

An Energy & Water Ombudsman is a free, independent, impartial body that investigates and resolves complaints about electricity and gas providers.

All our customers have the right to contact the Energy & Water Ombudsman in their state at any time for independent advice and assistance. However, we do hope you will contact us directly to allow us the opportunity to rectify any issues.

Australia Capital Territory Civil & Administrative Tribunal (ACAT)

• Free call: (02) 6207 1740
• National Relay Service (NRS): 133 677
• Online form
• Post: GPO Box 370 Canberra ACT 2601, Allara House, 15 Constitution Avenue, Canberra City ACT
• Email: acatenergyandwater@act.gov.au

Energy & Water Ombudsman NSW (EWON)

• Free call: 1800 246 545
• Free fax: 1800 812 291
• Website: https://www.ewon.com.au
• Post: Reply Paid 86550, Sydney South NSW 1234

Energy & Water Ombudsman SA (EWOSA)

• Free call: 1800 665 565
• National relay service: 133 677
• Translating and interpreting service: 131 450
• Post: GPO Box 2947 Adelaide SA 5001
• Office address (strictly by appointment only): Level 11, 50 Pirie Street Adelaide SA 5000
• Online form

Energy & Water Ombudsman VIC (EWOV)

• Free call: 1800 500 509
• Free fax: 1800 500 549
• Post: Reply Paid 469, Melbourne VIC 8060
• Email: ewovinfo@ewov.com.au