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.
If your attempt to solve your problem with the electricity/gas company has been unsuccessful you can complain to the Ombudsman. If there are special reasons why you do not wish to approach the electricity/gas company first, you may complain directly to the Ombudsman who will consider whether to commence an investigation or refer you back to the electricity/gas company's internal complaints system. You can submit a complaint to the Ombudsman in a variety of ways:
If you submit a complaint please complete an Authority to Release Information Form (EO Form 3) (17kb pdf). This form authorizes your Energy Company to release information relevant to your complaint or to provide information to assist with resolution of your complaint.
An authorised representative may complain on behalf of a complainant. Please see Representatives page.
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