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

We offer complainants the opportunity to have the handling of their complaint reviewed by a senior officer, who was not involved in the original investigation of their complaint.  The purpose of a review is to consider whether the complaint was handled in accordance with the Charter of the Energy and Water Ombudsman (Western Australia) Limited (Charter). If the review finds the handling of the complaint was not in accordance the Charter, we will apologise, take action to improve our processes and, where appropriate, we will re-open and reconsider the complaint.

If you have concerns about how your complaint was handled, we encourage you to speak to the case officer concerned first. They will discuss your concerns and the reasons for their decision. If you feel further action is needed, you can request a review.

Requests for review should be made in writing, addressed to the Assistant Energy and Water Ombudsman, and set out the reasons why the complaint was not handled fairly, in accordance with the Charter. More information is available on the Energy and Water Ombudsman Western Australia Information Sheet Requesting a review of the handling of a complaint to the Energy and Water Ombudsman.

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


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