Electricity companies must have their own procedures to handle customer complaints. These must be consistent with recognised Australian Standards.
If you have a complaint, contact the company selling your electricity to explain your complaint; the customer service contact information is normally listed on your bill.
If the customer service staff cannot help you, ask to speak to a supervisor. You will need to explain your complaint to the supervisor.
Your electricity retailer or distributor must tell you what decisions it has made about your complaint and what action will be taken.
If you are not happy with the retailer’s decision, you can ask to have your complaint reviewed by someone higher up, and in another part of the company.
If a customer is dissatisfied with the way a complaint has been handled, the complaint may be lodged with the Energy Ombudsman.