To complain about an electricity company

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Door-to-door energy sales: Energy Assured Limited code of practice

ACCC to review and strengthen the code
(April 2014)

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)
GPO Box 469 Melbourne 3001
Website

Contact options
What EWOV can help with

Making a complaint
Publications

Consumer fact sheets

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

Other useful information on the website of the state government's Energy and Earth Resources

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
PO Box A2436 Sydney South NSW 1235

Website
Contact options
What EWON can help with

Making a complaint
Publications

Help for customers

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

Contact options
What EWOQ can help with

Making a complaint
Publications

Consumer information
Customer protections and service levels

Queensland Electricity industry code
Queensland Gas industry code
Consumer info: Energy and water at home

You may also have rights under Australian Consumer Law.


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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)
Website
Contact options
What EWOSA can help with

Making a complaint
Fact sheets & publications


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.

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)
Phone
(08) 9220 7588

Website

Contact options
What EWO help with
Making a complaint
Publications


Useful consumer information on the website of the Western Australian energy regulator

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.)

Website

Contact options
Making a complaint
Electricity legislation
Publications


Other useful information on the website of the Tasmanian electricity regulator.

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

Other useful information on the website of the ACT electricity regulator

You may also have rights under Australian Consumer Law.

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NORTHERN TERRITORY

Ombudsman NT

GPO Box 1344 Darwin 0801
Phone - (08) 8999-1818
Website

Contact options
Complaint form

You may also have rights under Australian Consumer Law.

 

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