How to make a complaint

Contact the electricity, gas or water services provider first

Before you submit a complaint to the Energy and Water Ombudsman Western Australia, it is a good idea to try to solve the problem by contacting the electricity, gas or water services provider concerned. Services providers have internal complaint resolution procedures that should be able to resolve the complaint to your satisfaction. Keep records of your contacts with the provider.

Complaining to the Energy and Water Ombudsman

If your attempt to solve your problem with the electricity, gas or water provider has been unsuccessful you can complain to the Energy and Water Ombudsman Western Australia. If there are special reasons why you do not wish to approach the electricity/gas provider or water supplier first, you may complain directly to the Energy and Water Ombudsman Western Australia who will consider whether to commence an investigation or refer you back to the electricity, gas or water provider’s internal complaints system. You can submit a complaint to the Energy and Water Ombudsman Western Australia in a variety of ways:

  • by telephone or email;
  • by using the Online Complaint Form on this site;
  • by printing out the Complaint Form for faxing or mailing, filling it out and returning it to us by mail to Energy and Water Ombudsman Western Australia PO Box Z5386 Perth WA 6831 or fax to 9220 7599 or freefax 1800 611 279;
  • in person by visiting the Energy and Water Ombudsman Western Australia's Office at Level 2, Albert Facey House, 469 Wellington Street, Perth; or
  • by letter to Energy & Water Ombudsman PO Box Z5386 Perth WA 6831.

If you submit a complaint please complete an Authority to Release Information Form. This form authorises your electricity, gas or water services provider (if appropriate) 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 the Representatives page.