Dispute resolution process
We welcome your feedback
If you ever find the service we provide is less than satisfactory, you can lodge a customer complaint by contacting us on 1300 131 689 or by filling in a feedback form. We view each customer complaint as an improvement opportunity, and we will do our best to resolve the issue to your satisfaction.
Lodging a complaint
Our complaints procedure is in accordance with Australian Standards (AS10002-2006). If you wish to lodge a complaint, please follow the steps below.
You may lodge your complaint electronically here, or by contacting us on 1300 131 689.
All complaints are recorded and forwarded to us for investigation and resolution. In most cases, the complaint is resolved at this point.
If the complaint is not resolved to your satisfaction, a dispute resolution process will start and a senior customer relations consultant will investigate the matter further.
If the complaint is still not resolved to your satisfaction, you may wish to escalate the matter to the Energy and Water Ombudsman (Victoria) (EWOV) – please click here to access their website. EWOV is an independent body who provide a service, free of charge to you. The Ombudsman is tasked with acknowledging, investigating and assisting in the resolution of a range of customer enquiries and complaints relating to electricity services.