How to make an effective energy or water complaint

The most effective complaints are not necessarily the longest or most detailed.

You do not need legal knowledge or a formal written submission to make a complaint.

We need a clear explanation of what happened, what you have already done to resolve the issue, and what outcome you are seeking. 

Before contacting EWOQ

Have you:

  • Contacted your provider and clearly explained your concern?
  • Given them an opportunity to respond?
  • Received a response that doesn't resolve the issue?
  • Not received a response after reasonable attempts?

If yes, EWOQ may be able to help, you can check whether it’s something we can help with.

If not, contact your provider first and give them an opportunity to resolve the issue

If we can’t help with your issue, another complaint handling service may be able to. If you’re unsure, contact us and we’ll help you work out the next step.

What information should I provide?

Whether you are lodging a complaint online or over the phone, we need the following information:

  • The name of your energy, water or gas provider.
  • What happened and when.
  • What you have already raised with your provider.
  • How your provider responded.
  • What remains unresolved.
  • What outcome you are seeking.

You may also be asked for relevant documents such as:

  • bills and/or meter data
  • emails/communication (between you and your provider)
  • payment records, if requested
  • relevant screenshots or photographs.

Please do not upload large amounts of information that is not directly related to your complaint.

Example of a good complaint

Tell us what happened, when and how it affected you

My electricity retailer issued a bill for $2,400 last month based on an estimated read. I provided them with a self-read meter reading so my bill could be reissued based on actual usage. I am still waiting for an amended invoice.

What happened when you contacted your provider?

Despite several follow-up calls and emails across the month, I have not received a clear explanation for the delay or an amended bill. Then today they informed me they can no longer use my read.

What would you like to happen?

I’d like them to explain why they can’t use my read. If they can't use my read, then what is my next step because this bill does not match my usage.

What helps us understand your complaint?

To help us assess your complaint, try to:

  • Clearly explain the outcome you are seeking.
  • Put events in date order.
  • Focus on the issue that remains unresolved.
  • Include exact dates and amounts where possible.
  • Check that all information is correct.

A clear summary of the issue is usually more helpful than a long description. Focus on what happened, what you have done to try to resolve the issue and the outcome you are seeking.

Urgent circumstances

Call us on 1800 662 837 if there are any urgent circumstances, such as:

  • a pending disconnection
  • difficulties maintaining essential supply.

Avoid common mistakes

To help us assess your complaint as quickly as possible, avoid:

  • Lodging a complaint before contacting your provider.
  • Focusing on legislation, regulations or industry codes.
  • Using legal or technical language where plain language will do.
  • Repeating the same information in different ways.
  • Providing lengthy background information that is not relevant to the issue.
  • Uploading large amounts of irrelevant material.
  • Leaving out important information such as account details or the outcome you are seeking.

Focus on the facts, the steps you have taken to resolve the issue, and the outcome you are seeking. EWOQ will assess your complaint under the Energy and Water Ombudsman Act 2006 and determine if we can assist or if another service is better placed to help.

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