Review of decisions relating to a complaint about an electricity, gas or water services provider

We offer complainants who are unsatisfied with our decisions the opportunity to have the handling of their complaint reviewed by a senior officer, who was not involved in the original investigation.  The purpose of a review is to ensure that we have acted fairly and reasonably in dealing with the complaint. If we find problems with the decision making process or in the way we have managed the investigation, we will improve our processes so that the problem does not occur again, and where appropriate, we will reconsider our decision.

If you have concerns about decisions relating to your complaints, we encourage you to speak to the case officer concerned first. They will discuss your concerns and provide you with an explanation. If you feel further action is needed, you can request a review.

We ask that a request for review is made in wiriting, is addressed to the Director Energy and Water and sets out the reasons why you believe the way we handled your complaint or made a decision is not reasonable or correct.

If you would like to request a review of a complaint decision please write to or email us at the contact details shown on the Contact Us page.