To complain about an electricity company

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Solar power (1) - understand what you're buying

Solar power (2) - Solar panel retailers forced by ACCC to amend claims on discounts and electricity savings

Door-to-door energy sales:
The ACCC has authorised a new voluntary energy industry code of practice for door-to-door energy sales
standards (from 1 January 2012). ACCC media release. ACCC decision. Quick link to the authorised
(Energy Assured Limited) code


For where to lodge an electricity complaint, click on your state or territory
:

NSW QLD SA WA TAS ACT NT

VICTORIA

Energy and Water Ombudsman (Victoria) (EWOV)

EWOV deals with electricity (and gas) complaints. Its services are independent of the electricity companies
and free to both
domestic and business users. The Ombudsman has the power to make a binding decision,
including compensation
of up to $20,000 (and up to $50,000 if you and the company both agree).

Freecall: 1800 500 509 (all of Victoria)
Freefax: 1800 500 549
Interpreter service: 131 450 (Interpreter service - toll free - local call cost)
National Relay Service: 133677 (for hearing/speechimpaired)
GPO Box 469 Melbourne 3001

Email link to EWOV
EWOV's website
How to lodge your complaint

Your rights and obligations as a Victorian electricity customer are covered by a number of documents.
The consumer information on the
Essential Services Commission (ESC)'s site should help you.

And the Energy Retail Code May 2012

You may also have rights under Australian Consumer Law.

In Victoria, both electricity retailers and distributors are required to have a Customer Charter that summarises
your rights under the Energy Retail Code and the Electricity Distribution Code. Ask them for a copy if you
do not already have one.

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NEW SOUTH WALES

Energy & Water Ombudsman NSW (EWON)

EWON provides free and independent dispute resolution for NSW electricity customers. Its services are
independent of the electricity companies and free to customers.
The Ombudsman has the power to make
a binding decision,
including compensation of up to $20,000.

Freecall: 1800 246 545
Freefax: 1800 812 291
National Relay Service
(for hearing/speechimpaired) - 133677
PO Box A2436 Sydney South NSW 1235


EWON's online complaint form

EWON email link
EWON's web site
EWON's Annual Report
Information about making a complaint to EWON

Since January 2002, NSW households and small businesses have been able to choose where they buy
their energy.
You can check your rights and obligations under the NSW
Electricity Supply (General) Regulation 2001.

Sections 19 - 22 of the NSW Electricity Supply Act 1995 (click to go to the Act) specify the standard form contract
that each electricity company must have.
The actual contract varies from company to company and you
should contact your company for a copy.

You may also have rights under Australian Consumer Law.

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QUEENSLAND

Energy and Water Ombudsman Queensland (EWOQ)

The Energy and Water Ombudsman Queensland is a free and independent dispute resolution service for
Queensland's residential and small business electricity customers.

EWOQ offices are located in Brisbane, Cairns and Rockhampton.

Freecall: 1800 662 837
Website: www.ewoq.com.au
Fax: (07) 3227 7068
Email: complaints@ewoq.com.au

Brisbane
Write to: PO Box 3640 South Brisbane Qld 4101
In person: Level 9, 179 North Quay, Brisbane (8:30am - 5:00pm)

Cairns
Write to: PO Box 3640 South Brisbane Qld 4101
In person: Level 1, Cairns Corporate Tower, 15 Lake Street, Cairns (8:30am - 5:00pm)

Rockhampton
Write to: PO Box 3640 South Brisbane Qld 4101
In person: Level 2, 212 Quay Street, Rockhampton (8:30am - 5:00pm)

Information which may help you with your complaint:

Other useful info for QLD energy customers

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SOUTH AUSTRALIA

Energy & Water Ombudsman SA (EWOSA)

The Energy & Water Ombudsman can investigate and resolve disputes between customers and
electricity (and gas and water) companies.
This is an independent and free service, available to domestic
and business customers.

GPO Box 2947 Adelaide 5001
Phone - Freecall 1800 665 565 (within SA)
(08) 8216 1888 (overseas and interstate)
Facsimile - 1800 665 165 (within SA)
(08) 8216 1844 (overseas and interstate)
Translating & interpreting service (TIS): 131450
National Relay Servicer: 133677

Email link
EWOSA website

Useful information:

You may also have rights under Australian Consumer Law.


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WESTERN AUSTRALIA

Energy and Water Ombudsman (EWO) Western Australia

The Energy and Water Ombudsman (EO) can investigate and resolve disputes between customers and their
electricity (and gas and water) companies.
This is an independent and free service, available to residential and
business customers.

Address - PO Box Z5386 St Georges Tce Perth 6831
Freecall - 1800 754 004 (within WA)
(calls made from mobile phones will be charged at the applicable mobile rate)
Freefax - 1800 611 279
Phone (08) 9220 7588
Translating and interpreting service - 131 450
National Relay Service - 1800 555 727
Fax - (08) 9220 7599
Email link
Go to EWO website

You can use the EWO's online complaints form to lodge
your complaint -
click here to go to the EWO site.

Your rights as an electricity customer in WA are covered by the following main codes of conduct:
  • Code of Conduct for the Supply of Electricity to Small Use Customers
  • Electricity Industry Customer Transfer Code

You may also have rights under Australian Consumer Law.

 

TASMANIA

Energy Ombudsman Tasmania (EOT)

The EOT is an independent body that investigates and resolves complaints by Tasmanian customers
against electricity and natural gas companies.
The Ombudsman has the power to make a binding decision,
including compensation
of up to $20,000 (and up to $50,000 if you and the company both agree.)
Hobart
99 Bathurst St Hobart
GPO Box 960 Hobart 7001
Phone - 1300 766 725
(local call cost)
Fax - (03) 6233 8966

Launceston
Henty House, 1 Civic Square, Launceston
Phone
- 1300 766 725 (local call cost)

Fax - (03) 6336 2038

Email link to EOT
Go to EOT's web site

Your rights and obligations as a Tasmanian electricity customer are contained in the Electricity Supply Industry
(Tariff Customers)
Regulations 1998. To view the Regulations, click here, to go to the Tasmanian
Government's Legislation page.
(Then - click on Search the Legislation Database,
enter 1998 as the year and electricity as the title.)

There is also customer protection information on the website of the Tasmanian Energy Regulator. here

You may also have rights under Australian Consumer Law.

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 ACT

Essential Services Consumer Council of the ACT (ESCC)

The ESCC deals wth electricity issues and complaints.

Level 6 Eclipse House, 197 London Circuit, Canberra 2601
PO Box 578 Civic Square ACT 2608
Phone - (02) 6207 7740
Fax - (02) 6207 7739

Email the Council

Your rights as an electricity customer in the ACT are covered by a number of industry codes, including a
Consumer Protection Code
here

You may also have rights under Australian Consumer Law.

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NORTHERN TERRITORY

Territory Ombudsman

GPO Box 1344 Darwin 0801
Phone - (08) 8999-1818
Fax - (08) 8999-1828
Email link to Territory Ombudsman

Website

How to complain

In writing, by mail or email or in person. You can also phone to discuss the matter with an investigations officer.  

You may also have rights under Australian Consumer Law.

 

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