Dispute resolution process

Lodging a complaint

Our complaints procedure is in accordance with Australian Standards (AS10002-2006) and managed in line with our Customer Complaints Policy.

We will endeavour to resolve your complaint at the first point of contact between you and our officer you have been engaging with. Where this cannot be achieved, we have an internal escalation process which you can request to access. This process has an objective to reach a mutually acceptable solution to your complaint.

We will acknowledge receipt of your complaint within two working days. Our aim is to resolve your complaint within eight working days. Where we cannot reach a resolution within eight working days we will keep you informed of the progress being made with handling your complaint and provide you with a revised timeframe for resolving your complaint. At any time you may request to have your concerns escalated to our senior officers.

If you wish to lodge a complaint, please follow the steps below.

• Share your concern: We're here to listen. You can submit a complaint through our myEnergy portal or by calling us at 1300 131 689. Our team is ready to assist you.
• Our commitment to you: Once we receive your complaint, we'll acknowledge it within two working days and aim to resolve it within eight working days. If more time is needed, we'll keep you informed every step of the way.
• Further support if needed: If you're not satisfied with the outcome, a member of our team will conduct a review to find a fair resolution. Your satisfaction is important to us.

Customer Complaints Policy

Our complaints procedure is in accordance with Australian Standards (AS10002-2006) and managed in line with our Customer Complaints Policy.

Our company vision ‘We connect you’ and the company value “Be customer and community minded” includes the need for excellence in customer service.

To fulfil our vision and values, we treat all customer feedback on our performance as an opportunity to learn and improve our customer service.

We aim to resolve customer complaints at the interface between the customer and the officer responsible for service provision. Where this cannot be achieved, we have an internal escalation process that is designed to reach a mutually acceptable solution to the customer complaint.

We acknowledge receipt of customer complaints within 2 working days. Our aim is to resolve customer complaints within 8 working days. Where we cannot reach a resolution within 8 working days we will keep the customer informed of progress and seek agreement with the customer on the resolution timeframe.

We review trends in customer complaints to seek continual improvement in all aspects of our business.

If you remain dissatisfied, you can contact the Energy and Water Ombudsman Victoria. They can be contacted on 1800 500 509 or by writing to Reply Paid 469, Melbourne VIC 8060 or via ewov.com.au.