Frequently Asked Questions
What can I complain about?
Matters we can investigate include-
- Complaints concerning the provision or supply of (or failure to provide or supply) electricity/gas services by a electricity/gas company to a customer
- Billing disputes
- The administration of credit and payment services for a particular customer
- Recovery of debts owed or allegedly owed by customers whether by Members or their agents
- Disconnection, restriction and refundable advance complaints
- Disputes regarding payments for breaches of electricity service standards such as those provided for under the code of conduct for the Supply of Electricity to Small Use Customers
- Complaints about marketing
- Complaints from owners and occupiers of land or other property about the way in which a electricity/gas company has exercised its statutory powers in relation to that land or other property or in relation to neighbouring land or other property.
Who can complain?
Complaints may be made by residential and small use consumers of electricity/gas and by persons directly affected by the provision of (or failure to provide) electricity/gas services.
An authorised representative may complain on behalf of a complainant. Please have the customer complete the Authority to Act as Representative (26kb pdf) & email/mail/fax to EO's office.
Who should I complain to first?
Before you submit a complaint to the Ombudsman it is a good idea to try to solve the problem by contacting the electricity/gas company concerned. Electricity/gas companies have internal complaint resolution procedures that should be able to resolve the complaint to your satisfaction. Keep records of your contacts with the company.
^ top
