Gas, electricity and water

Energy Ombudsman

Telecom Industry Ombudsman
Mediation Company

Unfortunately, billing issues are still occurring despite smart meters being installed. Often customers have been mis-sold or their accounts poorly managed and in some extreme cases energy retailers are at fault for wide...range of energy disputes that you can ask to get money back. Our energy ombudsman can help you out for connection problems, debt collection and credit default listings, outages and surges.

Gas electricity and water FAQ

Gas, Electricity and Water Complaints

Here are a wide range of energy disputes that you can ask to get money back for, such as; Trouble paying bills, connection problems, Debt collection and credit default listings, outages and surges, Not receiving bills at least once every three months, compensation due to damages and loss, poor customer service, being left without hot water in winter. You can contact us for gas,electricity and water complaints.

What steps do I need to take for a billing issue?

  • If you’re experiencing a billing issue Many retailers have a section on their website where they explain their bills. They are also able to explain the details over the phone. Please check these before raising a complaint regarding a billing issue.

 

How do I read my electricity or gas meter?

Please read this section to find out how to read your gas or electricity meter https://www.energyaustralia.com.au/home/bills-and-accounts/understanding-your-meter

It is useful to take a photo of the result as evidence to add to your complaint.

How long does the process take?

The process could be as short as 2 weeks and as long as 2 years depending on the complexity. Our energy and water ombudsman continuously chase the relevant parties to ensure its being resolved as swiftly as possible.

Do you charge for this service?

We wish our service could be for free, and for that reason we don’t charge anything for the work we do even if you don’t win. But without government funding we have to get paid something to cover our costs. So when you win, we’ll take a small percentage. The amount depends on the type of complaint and is written into your agreement.

How do I know my information is secure?

We are committed to maintaining your privacy in line with the Privacy Act 1988. You can read more about our commitment to privacy by clicking on privacy policy at the footer of the webpage