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.

Customer complaint process

Step 1

You may lodge your complaint electronically here, or by contacting us on 1300 131 689.

Step 2

All complaints are recorded and forwarded to us for investigation and resolution. In most cases, the complaint is resolved at this point.

Step 3

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.

Step 4

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.

Documents

View and download documents relating to claims and procedures here.