Complaint categories - electricity company

VIC
NSW QLD SA WA TAS ACT NT

VICTORIA

Energy and Water Ombudsman (Victoria) (EWOV)

EWOV deals with electricity complaints. Its services are independent of the gas 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)

Calls from mobile phones may attract charges - EWOV can ring you back.

Calls from restricted phone services: ring 12550 (Telstra reverse charges) and quote (03) 96497599 - EWOV will accept the reverse charges and the call cost

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
Go to EWOV's website
Go to EWOV's Annual Report

How to complain
You can lodge your complaint by phone, fax, email or letter.
You can also use the EWOV's on-line complaints form. Click here.

Your rights and obligations as a Victorian electricity customer are covered by a number of codes and guidelines. These may help you understand your rights and responsibilities, and frame your complaint. Click here to go to the codes on the Essential Services Commission (ESC)'s site.

You may also have rights under the Trade Practices Act 1974.

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 K1343 Haymarket 1240

Lodge your complaint by phone, email, fax, mail, online or in person.

Use EWON's online Complaint form here
EWON email link
EWON's web site
EWON's Annual Report
Information on customer rights and obligations on EWON's site

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 the Trade Practices Act 1974.
(Click for information on the Act and the ACCC.)

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QUEENSLAND

Energy Ombudsman Queensland (EOQ)

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

EOQ offices are located in Brisbane, Cairns and Rockhampton.

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

how to make a complaint to EOQ

EOQ's on-line complaint form (scroll down)

EOQ's fact sheet 'Handling a complaint with your energy supplier'

consumer protections and service levels

industry codes and legislation

you may also have rights under the Trade Practices Act 1974

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SOUTH AUSTRALIA

Energy Industry Ombudsman SA (EIOSA)

The SA Energy Industry Ombudsman can investigate and resolve disputes between customers and electricity (and gas) 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)

Email link
Go to EIOSA website

You can use the EOISA's online complaints form to lodge your complaint - click here to go to the EIOSA site, then click on Complaints at left.

Useful information:

Energy Consumer Tool-kit to compare offers
Direct Marketing Guide for SA energy consumers here

Your rights and obligations as a South Australian electricity customer are covered by a number of codes and rules. These include the Energy Retail Code and Energy Marketing Code. These are other Codes (e.g. Distribution and Metering) can be foundon the website of the Essential Services Commission of South Australia (ESCOSA) here

The relevant Act is the Electricity Act 1996

As an electricity customer, you may also have rights under the Trade Practices Act 1974.

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Energy Ombudsman (EO) Western Australia

The Energy Ombudsman (EO) can investigate and resolve disputes between customers and their electricity (and gas) 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 EO website

You can use the EO's online complaints form to lodge
your complaint - click here to go to the EO 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 the Trade Practices Act 1974.
(Click for information on the Act and the ACCC.)

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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 the Trade Practices Act 1974.
(Click for information on the Act and the ACCC.)

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ACT

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