Responding to the Energy and Water Ombudsman

The Energy and Water Ombudsman Western Australia encourages all residential and small business use customers to make their complaint directly to their electricity/gas provider or for those with complaints about water issues to complain directly to the water provider, to give them the opportunity to address their concerns. As well as helping resolve their complaint, bringing the matter to the provider's attention may result in changes to policies or procedures that will benefit other community members.

In the event that a complainant is dissatisfied with the response from the electricity, gas or water provider in relation to their complaint, they may raise their concerns with the Energy and Water Ombudsman Western Australia.

The Ombudsman's process for handling complaints

When the Energy and Water Ombudsman Western Australia receives a complaint, we assess it to decide how best to handle it. The way we handle a complaint depends on what action has already been taken to resolve it:

If the complainant has not yet complained to the electricity, gas or water services provider, we will refer them to its complaint handling process.

If the complainant has already complained to the electricity, gas or water provider and the complaint is still unresolved, we will refer the complainant to a higher level contact at the relevant provider.

If a complaint remains unresolved after referral to a higher level, the Energy and Water Ombudsman Western Australia will investigate.

In some cases, we commence an investigation immediately. We expect most investigations will be completed quickly but if a complaint is complex, resolution may take longer.

Further information on the Energy and Water Ombudsman Western Australia's process for handling complaints can be found in the Energy and Water Ombudsman Information Sheet.

Responding to complaints made to the Energy and Water Ombudsman about your organisation

It is in the interests of everyone that complaints are handled effectively and efficiently. Organisations can support this by responding promptly with all relevant information when they are contacted by the Energy and Water Ombudsman and, where appropriate, being prepared to provide an apporpriate remedy for a complaint.

To assist organisations to respond effectively to investigation of complaints made to the Energy and Water Ombudsman, the WA Ombudsman has developed the following guidelines and information sheets:

  • Being interviewed by the office of the Ombudsman
    These guidelines have been designed for people being interviewed as part of an investigation by the Ombudsman or Energy and Water Ombudsman.
  • Remedies and redress
    These guidelines provide a framework to help managers make decisions about addressing a complainant’s sense of grievance when they are dissatisfied with the service they have received from the organisation.

 

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