Energy & Water Ombudsman Australia | Ombudsman in Your State

The Australian Ombudsman investigates complaints regarding the actions and decisions of Australian Government agencies and players in the energy sector, assessing whether they are unjust, unlawful, discriminatory, or unfair. Additionally, the Ombudsman endeavors to provide remedies for those affected by administrative deficiencies and works to enhance public administration overall.

The Commonwealth Ombudsman and Deputy Ombudsman are appointed in accordance with section 21 of the Ombudsman Act 1976. Furthermore, under section 23 of the Ombudsman Act, the Minister may designate a Deputy Ombudsman as the Deputy Ombudsman (Defence Force).

Funding for the Ombudsman is sourced from various avenues, including annual member registration fees, user charges, and complaint fees received from member financial firms and ACRs. All members are mandated to pay registration fees and other charges related to complaints, as well as contribute to operating costs.

The term "Ombudsman" originates from Sweden, where it denotes a "representative of the people". Established in 1809, the Swedish parliamentary Ombudsman served as a conduit for public grievances. Over time, the Ombudsman concept has evolved to serve various functions and purposes across different contexts.

Yes, the Ombudsman service in Australia is both free and impartial. When complaints are brought to our attention, we diligently examine all aspects of the issue to ensure fairness and resolution.

The Energy Ombudsman in NSW (EWON) is available to residents of New South Wales who have a dispute or complaint with their energy or water provider. The ombudsman is obligated by law to provide free and fair service to all customers and assist them with their complaints. Read on to learn how to make a complaint to the Energy Ombudsman in NSW.

What is EWON? - Energy Ombudsman NSW

The Energy and Water Ombudsman of NSW is known as "EWON" for short.

The NSW Ombudsman is a non-profit organisation that helps resolve disputes for the general public in a free and fair way.

In Australia, each state has its own Energy and Water Ombudsman to help resolve disputes and complaints between customers and suppliers of electricity, gas, and water.

A key pillar of the energy ombudsman's services is that they are committed to being a fair and impartial mediator and to not taking sides in favour of the industry or the consumer in a dispute.

Who Funds the Energy Ombudsman?The Energy Ombudsman is funded by fees from water and energy suppliers. As part of their operations in Australia, water and energy suppliers are legally obligated to pay the fees that support the ombudsman services in each state.

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What Can I Complain About to EWON?

The Energy Ombudsman in NSW (EWON) can help you with a wide range of complaints and disputes regarding electricity and gas providers.

Here is a table showing the types of disputes and potential issues that the Energy Ombudsman of NSW can assist you with.

What Type of Complaints Does the Energy Ombudsman NSW Not Handle?

There are certain things that the energy ombudsman cannot help you with.

Here is a list of disputes that the Energy Ombudsman in NSW does not handle:

• Complaints about private contractors
• Issues or disputes with landlords
• Disputes regarding LPG gas
• Disputes regarding energy prices

If EWON can't help you, the good news is that as a non-profit organisation they are committed to offering impartial and fair advice.

Therefore, EWON can help you find the appropriate organisation to assist you with your query or complaint.

• Need some extra help with your bills? See NSW energy rebates below:
• NSW Energy Rebates
• Low Income Household Rebate
• Solar Energy Rebate
• Family Energy Rebate

How do I make a complaint to the NSW Ombudsman?

The process for filing a complaint with the Energy Ombudsman in New South Wales is relatively straightforward, but there are a few steps you need to take to ensure the dispute is resolved quickly and fairly.

You can only receive help resolving a dispute if you have already complained to your energy company. If the complaint goes unresolved, then you can request help from the Energy Ombudsman NSW.

Here is how to file a complaint against an energy company:

1. Contact your energy company and explain your problem
2. For non-urgent issues, written communication is better as you will have written proof of your discussions.
3. Ask for your company to help you resolve your issue, and ask what they can do to assist you.
4. If the customer service agent is unable to help you, request to speak to a senior representative.
5. Make a record of all conversations related to your complaint.
6. Be sure to record the following: the agent's name, the date & time of the conversation, a summary of the topics discussed, the complaint number or case number if available
7. Your company should work to resolve your issue within 5 business days

If you’ve already contacted your energy supplier regarding our complaint, the NSW Ombudsman might be able to refer you to a higher level in your energy provider’s dispute resolution team, who will contact you within five business days.

When to contact the NSW ombudsman?If you are unhappy with your company's response, or they are unable to help you, then it's time to contact the ombudsman.

Here's how to make a complaint to the Energy Ombudsman in NSW:

1. Contact the NSW energy ombudsman online or by phone at: 1800 246 545.
2. Give them your contact details, your supplier's name, an overview of your complaint, and the type of resolution you expect.
3. Offer details of your situation in chronological order, and as briefly as possible
4. Include any notes of proof or additional documents you may have to support your claim

Once your complaint has been submitted to the NSW ombudsman, they will review it and assign an investigations officer to your case.

Once your Investigations Officer begins the investigations process, a few things will happen:

• The Energy Ombudsman will request more information from you and your provider.
• Be prepared to supply your account records, copies of your bills, receipts, and any other supporting documents.
• The ombudsman may consult externally for independent, expert advice.
• They will investigate your claim until it's resolved or for as long as your claim warrants investigation

During the investigations process, it’s important to continue to pay your energy bills or any outstanding amount owed to the provider that is not the subject of the dispute. If you cannot pay your energy bill during this time, the Energy Ombudsman can help you find solutions for paying your bills.

During the investigations process, all communication between the disputing parties about the case must be done through the Energy Ombudsman. Direct communication between you and your provider can continue for topics unrelated to the disputed case.

What to Do if the Energy Ombudsman Doesn't Resolve My Complaint

If you have gone through the complaints process with the NSW ombudsman and you are unhappy with the outcome, you can request a second review of your case file.

To request a review of your case, you must make your appeal in writing within 28 days of your case being closed. You should include more supporting evidence of your claim including relevant documents.

EWON will only investigate your claim for a second time for one of the following reasons:

1. You suspect bias or lack of impartiality from the NSW Ombudsman's initial review
2. New or additional information has surfaced that is relevant to the case but not previously investigated
3. You suspect the ombudsman relied on incorrect information or did not follow policy and procedure.

How Do I Contact the NSW Energy Ombudsman?

Here's a list of the ways you can contact the Water and Energy Ombudsman of NSW:

• Phone
• Email
• Fax
• Online form
• Post

The Energy Ombudsman in New South Wales is located in Sydney and are available Monday to Friday from 9am to 5pm.

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Other Services Provided by the Energy Ombudsman NSW

In addition to complaint resolution services, the Energy Ombudsman in New South Wales also offer free and independent advice for a number of questions, or concerns, you might have.

They offer a number of online resources and guides and can help you with common questions such as:

• How do I manage my energy account?
• How do I switch my energy provider?
• How can I save money on my energy bills?
• What do I need to look for when comparing energy plans?
• Help understanding smart meters?
• Is getting the cheapest electricity the most important thing when choosing an energy tariff?

Therefore, you can also contact EWON for advice or help, even if you don’t want to file a complaint.

Did you enjoy this article? - Read our other guide on why wholesale energy prices are so high.

Energy disputes in the ACT are settled by the ACT Civil & Administrative Tribunal (ACAT), an independent body that hears and rules on a range of cases and issues in the ACT, covering a broad variety of topics and jurisdictions. They essentially act as the energy ombudsman for the state. If you’re having an issue with your energy provider in the ACT, ACAT can help you resolve the problem quickly, simply, and informally. For more information about how ACAT deals with energy disputes, continue to read below.

What does the ACT Civil & Administrative Tribunal have jurisdiction over?

As mentioned, ACAT doesn’t only deal with energy and water. They deal with a broad range of disputes covering a number of jurisdictions including:

• Civil disputes
• Rental property disputes
• Fence disputes
• Reviewable decisions made by the ACT Government
• Disciplinary action for certain occupations
• Guardianship, financial management and enduring powers of attorney
• Mental health care and treatment
• Motor accidents resulting in an injury or death
• Discrimination
• Energy and water

However, ACAT cannot intervene in matters including:

• Criminal cases
• Family violence or personal protection orders
• Commercial and retail leases
• Fair work claims
• Workplace disputes
• Property distribution after the breakdown of a relationship
• Parenting or custody disputes, child support disputes
• Disputes about wills, probate, and administration of deceased estates
• Tax or social welfare benefit disputes

How can ACAT help with an energy and water dispute?

ACAT can help with a number of energy and water problems, such as disconnections or financial hardship, or a dispute or complaint you have with your energy provider itself. Within the ACAT jurisdiction, they have the power to:

1. Require the utility company to give access to customer records
2. Direct the utility to restore or maintain supply in the case of disconnection
3. Order the utility company to pay compensation of us to $25,000 for loss or damage caused by the utility company

However, ACAT cannot help with other utilities such as telephone, internet, sewage and they cannot deal with any energy and water disputes outside the ACT including other areas of the National Energy Market.

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Energy billing and financial difficulties

If you’re experiencing financial hardship and having difficulty paying your energy bills ACAT will first direct you to speak to your energy provider to see what help they can offer. This can include asking your energy provider about their hardship program, switching to a better energy plan, looking into any rebates or concessions you might be eligible for, or entering a realistic payment plan you can better afford. Once these measures are exhausted, and you’ve not been able to reach an agreement with your energy provider, you can then contact ACAT.

If you and your energy provider cannot reach an agreement, it’s time to speak with ACAT and enter into a hardship application. In order to get assistance you will first need to attend a meeting, which you can schedule by contacting ACAT. In some cases, if you face disconnection, ACAT might order the energy company to maintain your electricity or gas connection until the meeting occurs.

At the meeting, ACAT Members will review and discuss your case and come up with an agreement where you will make regular payments to your energy provider. This agreement will also protect you from further action by your energy provider, including disconnection, so long as you maintain the terms of the agreement.

Electricity and gas disconnections If you've already been disconnected from your energy supply, and your energy provider will not reconnect you, contact ACATby calling (02) 62077740 to discuss your options

Complaints and other disputes with your energy company

In addition to offering assistance with payment difficulties, the ACT Civil & Administrative Tribunal also functions as the energy ombudsman for the Australian Capital Territory and deals with complaints and disputes against energy providers and suppliers in the state. Prior to contacting ACAT, however, you must first raise your issue with your energy provider or distributor. Make sure to write down all the details of your conversation with your energy company, and clearly state what the problem is, and how you would like it fixed.

If the issue remains unresolved, you should ask to be referred to a senior officer, higher manager, or the energy provider’s complaints resolution team and make sure to put your complaint in writing (by post or by mail) to ensure your provider has a detailed record of your complaint.

What energy and water complaints can ACAT take?

As the energy ombudsman for the ACT, ACAT takes on a number of complaints relating to energy and water. Complaints within their jurisdiction include:

• Overcharging or high bills
• Wrongful disconnections
• Debt collection, external debt collectors, or credit default listings
• Payment arrangements
• Direct marketing and salespeople
• Connections and transfers
• Vegetation issues and land access disputes
• Metering and connections
• Network faults, supply and unscheduled power outages

Contact ACAT for energy complaints and disputes

If you have a complaint against your energy or water company, you can contact ACAT to lodge your complaint by phone or email. When first filing your complaint, you will need to provide details including; your contact information, the details of your energy provider, details about your complaint, and the outcome you want.

customers experiencing a disconnection call (02) 6207 7740

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ACT Civil & Administrative Tribunal complaints resolution process

When you first contact ACAT, they will generally refer your complaint back to your energy provider, and ask for an officer at a higher level to review your complaint. Your energy provider then has five business days to make initial contact with you. If they do not resolve your concerns or contact you within a timely manner, contact ACAT again to start an investigation.

Investigations process

If your energy provider cannot resolve your complaint in a way that satisfies you, you should contact ACAT again. This then becomes an investigation. During the investigation, you will be required to:

• Respond to requests from ACAT in a timely manner
• Continue to pay non-disputed amounts to your energy company
• Cease contact with your energy provider about the complaint

During the investigation, the following processes will likely occur:

1. Notify the energy provider to inform them of the complaint and ask for information
2. Give your energy provider time to respond, which might resolve the complaint
3. If the complaint is not resolved after the initial response, you might need to supply more information or answer questions for the energy company and ACAT to consider
4. Share your response with the energy provider for them to consider. Their new response is, in turn, shared again with you
5. If no resolution can be reached, ACAT will then review the file and decide whether to make a recommendation to the parties, cease the investigation, or refer the matter toa conference or hearing.

ACT Civil & Administrative Tribunal conference

ACAT may sometimes decide to refer the matter between you and your energy provider to a conference. A conference is a private, informal meeting between parties held at ACAT where the aim is to come to an agreement about how the case should be resolved. During a conference an ACAT Member or Registrar will be the convenor, who will guide and assist both parties and work towards an agreed outcome.

Before a conference you will need to prepare by:

• Reading all documents provided and bringing any paperwork
• Considering a support person to bring with you. Your support person cannot be someone who may need to give evidence if your case goes to a hearing
• Getting legal advice or representation
• Considering whether you need to authorise someone to appear on your behalf and fill out a general power of attorney form if necessary
• Filling out an authority to act for a corporation form if you represent a corporation
• Letting ACAT know if you need assistance when attending the conference such as wheelchair access or an interpreter

If no agreement is reached, a hearing will be scheduled to take place with a different ACAT member on a future date. Occasionally, the hearing might be on the same day, this is called a Conference and Immediate Determination which you will be notified about ahead of time.

ACT Civil & Administrative Tribunal hearings

If ACAT decides your case needs to be brought to a hearing, it’s important to understand the process ahead of time so you can be well prepared. There are five types of hearings at ACAT. These are:

1. Directions hearing – to decide how a case will progress and prepare the case for hearing
2. Interim hearing – to determine any preliminary issues
3. Urgent hearing – to determine whether or not to make urgent or emergency orders
4. Final hearing – to hear and decide all the issues in a case
5. Appeal hearing – a hearing held in the ACAT appeal jurisdiction to see if there were any errors of fact or law in an ACAT decision

No matter the hearing, it is important to be well prepared by making sure you have all the information necessary such as witness statements, subpoenas, timeline of events, and other submissions and evidence.

Request a review of your ACAT investigation

If you are not satisfied with the outcome of the investigation done by ACAT, you can request a review which needs to be done in writing within 14 days of the finalization of the investigation. You can request a review if you believe there was an error made by ACAT or there is new and additional information that you think may change the outcome. All reviews will be done by a different person or, occasionally, an ACAT member.

Decisions made by ACAT members cannot be reviewed. If you are unhappy with the outcome made by an ACAT member you might be able to file an appeal.

If you’re having a problem with your energy provider, you can turn to the energy ombudsman for free and fair dispute resolution. The energy ombudsman Victoria (EWOV) are the energy and water ombudsman that service Victoria, a not-for-profit, independent and impartial dispute resolution service that handles complaints about energy and water problems. If you are having an issue with your energy provider in Victoria, and feel you need an outside service to address the issue, keep reading below to learn how EWOV can help you, and ways to file a complaint with them.

What is an Energy Ombudsman?

Ombudsman are independent agencies offering free and fair dispute resolution services for a variety of government services, private industries, and other sectors. In Australia, each state or territory has their own Ombudsman tasked with dealing with problems relating to energy retail and supply.

The energy ombudsman in Victoria (known as EWOV) deal not only with energy disputes, but also water service disputes, as well as offering general advice and information to customers with general enquiries. EWOV helps Victorian residents by:

 Using alternative dispute resolution, while taking into account the law and good industry practices, to quickly resolve disputes relating to energy and water impartially, informally, and quickly.

 Providing advice, information, and referrals to customers with general enquiries.

 Identifying systemic issues and reporting them to the energy and water companies or regulators so they can be resolved

 Working with actors in the energy and water industries such as providers, supplies, companies, and regulators, to help prevent complaints

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How can the energy ombudsman in Victoria help me?

The energy ombudsman in Victoria offers dispute help between energy or water customers, and the utility companies in Victoria. In addition, EWOV also takes complaints and disputes from people who aren’t customers, but are still directly affected by the actions of the energy or water company. EWOV handles most complaints about energy and water companies, including those listed below.

However, there are some issues EWOV can’t take. These might be outside of their jurisdiction, or else are issues that have previously been resolved. These include:

• Energy and water prices or tariffs, and how they are set
• Government policies, legislation, or anything specifically required by law
• Complaints that have been, or are current being, decided in court
• A company’s external activities outside of energy or water
• Events beyond reasonable control
• Actions a company is directed to take to maintain security or reliability.

What’s the process for filing a complaint with EWOV?

If you’re experiencing an issue with your energy provider and need a dispute resolved, the first step is to contact your energy provider and give them a chance to resolve the dispute before contacting the ombudsman. Once you’ve given your energy provider a reasonable chance to resolve the dispute, and you’re still not satisfied, you can then contact the energy ombudsman in Victoria to file your complaint with them.

When making a complaint with the energy ombudsman, you will need to provide the following information:

• Your contact details
• Name of energy provider you’re having an issue with
• Supply address
• The outcome you hope for
• Details of the complaint
• Anything the energy company said when you contacted them about the issue

After you’ve first contacted your energy provider, and then filed a complaint with the energy ombudsman, they will begin what is called an Assisted Referral. An assisted referral is when the energy ombudsman contacts your provider again, giving them three days to contact you and 15 business days to resolve your complaint.

If your energy company doesn’t respond within 15 business days, or you’re unhappy with the response they give you, you can contact the energy ombudsman again. EWOV will open an investigation by first gathering all relevant information to help you and the energy company find a fair and reasonable resolution. If you, the customer, accepts the Ombudsman’s decision, your energy company must comply. If you don’t agree with the resolution you can then take further action such as through the courts.

How do I contact the energy ombudsman Victoria to file a complaint?

If you’ve already spoken to your energy provider and you’re dissatisfied with their resolution, you can then begin the process of filing a complaint with the energy and water ombudsman Victoria. Complaints to EWOV can be filed by phone, email, fax, written and sent by post, or live chat online. If you want to call the energy ombudsman, their hours are 8:30am to 5pm, while EWOV live chat hours are 8:30am to 4pm.

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Other services does EWOV provide?

In addition to free and fair conflict resolution, the energy ombudsman in Victoria offer general help and advice, as well as additional resources so you can always find the best information to help you with any enquiry you might have.

If you have a general enquiry, you can contact EWOV for advice or additional resources. In addition, the energy ombudsman Victoria website offers general guides and information about a variety of topics.

 Switching and connections: Managing your accounts when moving house, ‘Dear Occupier’ letters and bills, choosing and comparing energy providers, and problems with switching energy providers

 Energy disconnections: The rules for disconnections and what to do if you’re disconnected from your energy supply

 Financial hardship and trouble paying your bills: What to do if you’re having trouble paying your bills and how EWOV can help with payment plans or concessions and rebates, such as the Victoria solar rebate.

 Power outages and surges: Planned and unplanned power outage information, and possible compensation for damages associated with a power surge or brownout

 Debt collection and credit default listings: Rules that debt collectors must follow, and what to do about a default listing or debt collection activity

 High bills: Reasons you might have a high bill, possible billing mistakes, and what to do if you think there’s been a mistake on your bill

 Delayed bills: Reasons for a catch-up bill and rules for catch-up bills

 Meters and problems with infrastructure: Smart meter information, as well as information about energy distributor infrastructure

 Embedded network information

 Solar energy: How to apply for solar panels in Victoria, approved solar PV system information, and problems you might have with your solar panels or generating solar energy

Ombudsman are impartial and independent agencies, tasked with resolving disputes in a free and fair way. In Australia, each state has their own energy and water ombudsman which is available to help resolve complaints or disputes you might have against your energy provider. If you’re having a problem with your energy provider, or just want to know more about the complaints resolution process in case you need it in the future, keep reading below to learn more about the Energy Ombudsman in Queensland.

Who is the Energy Ombudsman QLD?

Ombudsmen are independent agencies that assist in dispute resolution. There are ombudsman for different government departments and private industries. In Australia, each state and territory has their own Energy and Water Ombudsman to help with disputes and complaints relating to electricity, gas, and water supply.

Energy and Water Ombudsman are industry-based, meaning they resolve complaints against their members in a fair and impartial way, without taking either the industry or consumers’ side.

The Energy Ombudsman QLD (EWOQ) is available to residents in Queensland, who are having trouble with their energy provider. They resolve a number of different types of complaints or disputes, including problems with billing and payment difficulties, misleading marketing tactics, or issues with energy supply.

How can the Energy Ombudsman in Queensland help me?

The Energy and Water Ombudsman in Queensland can help you with a number of issues. If the problem or dispute you have isn’t part of EWOQ jurisdiction, they’re also able to help you get in touch with the appropriate authorities.

It’s important to remember that there are problems the Energy Ombudsman in Queensland can’t help with, or that are outside of their jurisdiction, such as:

• Any problems you have where you first haven’t contacted your provider
• Any problem that’s been ongoing for more than 12 months since you became aware of it
• Frivolous or vexatious problems
• Decisions the Ombudsman or legal proceeding has already made
• Problems the Australian Energy Regulator or Queensland Competition Authority can help with.

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How to lodge a complaint with the Energy Ombudsman QLD

If you’re having a problem with your energy provider, there is a process you need to go through in order to submit and resolve a dispute.

The first step is to contact your provider to give them a chance to fix the problem. When you contact your provider, you should:

• Read their dispute resolution process
• Clearly explain the problem and how you would like to fix it
• Take notes about the conversation
• Give them a chance to check the problem, and get back to you with their decision.

If you’re still unhappy with the resolution, you can request and review or appeal with the energy provider or you can choose to involve the Energy Ombudsman.

If you choose to involve the Ombudsman, you can send your complaint to them via their online form. If you’re speaking on behalf of someone else, they will need to confirm over the phone that you are authorised to speak on their behalf or they will need to send an Authority to Act Form.

Once you’ve submitted a complaint online, the Energy Ombudsman will contact you by telephone, and will give you the choice of escalating your complaint through your energy provider’s dispute and complaints team or opening an investigation. If you choose to escalate your complaint to a higher level through your energy provider:

• The Energy Ombudsman will contact your provider to explain the complaint and the result you want
• Your energy provider will get in contact with you within five business days
• If your problem isn’t fixed through your energy provider, you can contact the Energy Ombudsman for more help

If you and the Energy Ombudsman Qld feel that opening an investigation is a more appropriate way to resolve your dispute, they will:

1. Send your energy provider a “Notice of Investigation” explaining your problem and how you would like it fixed, as well as a request for the energy provider to tell them how they will fix it.
2. The Ombudsman will read their response, and possibly ask for more information. This can take some time depending on the complexity of the problem.
3. If the Ombudsman feels the response and resolution is adequate, they will contact you. If the Ombudsman cannot get a fair and reasonable result that both you and your provider can agree upon, the Ombudsman may make the final decision.

If you are still unhappy, you may want to compare energy providers and consider switching.

Did you know?If you have solar panels or are interested in adding solar to your home, you could qualify for a Queensland solar rebate!

What if the Energy Ombudsman QLD has to make a final order?

A “final order” occurs when a complaint can’t be resolved through negotiation or conciliation. When this happens, the Energy Ombudsman will make a final order, requiring the energy company to take a certain action to finalise the dispute. It should be noted that no final orders have been needed since 2015.

In most instances, the final order has been due to the energy provider failing to pay a customer’s solar feed-in-tariff, with one instance being the energy provider failing to close a customer account.

What if I’m unhappy with how the Energy Ombudsman handled my complaint?

While this doesn’t happen often, there are times where you might feel the Energy Ombudsman didn’t do their job fairly and impartially, or you might feel you were mistreated during the process. If you have any complaints about the Energy Ombudsman Qld, you can submit a complaint either by phone, in writing, or via online form.

If you submit a complaint to the Energy Ombudsman Qld, they will first contact you upon receiving the complaint, and again after they investigate your complaint.

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How to contact the Energy Ombudsman QLD

If you would like to submit a complaint against an energy provider, you must do so through their Online complaint submission form

If you need to contact the Energy Ombudsman Qld for anything other than submitting a complaint, you can do so by their online form, over the phone, by fax, or by post.

Ombusdman services include:

• Feedback about EWOQ services
• Media enquiries
• Invitations to events
• General questions or concerns

The Energy Ombudsman Qld have three offices, which can be found at:

• Brisbane: Level 16/53 Albert St, Brisbane City QLD 4000
• Rockhampton: 2/209 Bolsover St, Rockhampton QLD 4700
• Cairns: 15 Lake St, Cairns City QLD 4870

What else can the Energy Ombudsman Qld help me with?

In addition to helping to resolve complaints, the Energy Ombudsman Qld have a list of additional support services and information about a number of topics, so you can find the exact help you need about a number of topics. Other ombudsman services include:

• Cultural services
• Indigenous services
• Financial services
• Legal services
• Tenancy services
• Community services

In a perfect world, dealing with our electricity or gas company would be a painless process. Unfortunately, we don’t live in a perfect world and disputes or complaints between you and your energy provider arise. When these issues can’t be resolved, the Energy and Water Ombudsman are available to help with these problems fairly and quickly. In South Australia, the energy and water ombudsman SA (EWOSA) is available. If you’re having a problem with your energy supplier and need an impartial third party, or just want to find more general information, keep reading below to find out how EWOSA is able to help you.

What is an energy and water ombudsman?

Ombudsman are independent agencies tasked with offering free and fair dispute resolution services for different public and private sectors. Australia has numerous types of ombudsman at both a national and federal level and at the state level, including energy and water ombudsman.

The energy and water ombudsman South Australia (EWOSA) not only helps consumers with disputes or complaints relating to their energy or water company in a free and fair way but also offers guidance and resources for customers with general enquiries. EWOSA works by:

• Fairly and informally dealing with complaints
• Acting independently while maintaining good, working relationships with industry members and stakeholders
• Enabling accessibility to consumers
• Being fair to all parties in order to ensure a just, economical, informal, and speedy resolution, while maintaining privacy and confidentiality
• Staffing their office with capable people who are able to make optimal use of technology to receive and resolve issues in an economical and timely manner
• Fostering and maintaining working relationships with members, other complaint handling bodies, governing agencies, consumers, and community organizations

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How can the energy ombudsman SA help me?

The energy ombudsman in South Australia takes on many different types of complaints the consumer might have against an energy provider. If you have a problem that EWOSA cannot help with, they will attempt to provide the appropriate contact to help you with your complaint.

What is the process for filing a complaint with EWOSA?

If you have a dispute or complaint with your electricity or gas provider, there is a process you must do in order to file your complaint with the energy ombudsman in South Australia.

 Contact your energy company: EWOSA cannot become involved with your dispute if you have not already contacted your energy company and given them adequate time to respond. When you contact your supplier it’s important to have both your account number and meter number on hand, and to take notes during the call. If your energy provider or supplier does not adequately fix your issue, you can then contact EWOSA.

 Contact the energy ombudsman SA: When you contact EWOSA, make sure you have all the details and notes from when you contacted your energy supplier, as well as copies of formal documents or written correspondence. You will need to provide as many details as possible, explain why you feel there is a problem, and the resolution you want.

 EWOSA will contact your energy supplier: EWOSA will call your energy provider and speak to a senior level representative, who will then have two business days to contact you, and then 20 business days of investigation. During this process (called Conciliation), your energy company must put your account on hold, and keep your supply connected.

 Seek further action: If your energy provider cannot adequately resolve the issue once EWOSA has contacted them, you can raise your complaint with the ombudsman. If they deem it necessary, they will escalate the case and open an investigation. Investigations can take several weeks to complete, depending on the complexity of the situation. Once the ombudsman completes the investigation they will contact you to discuss their findings and resolution. If you accept the resolution, your energy provider is bound to the agreement.

 Request a review: If you are not satisfied with the outcome of the Ombudsman’s investigation you can request a review. If you want to request a review, you will need to make the request in writing within 30 days of EWOSA issuing a resolution. If you so choose, you can also take other action such as through the courts.

How do I contact the energy ombudsman South Australia to file a complaint?

If you want to file a formal complaint with EWOSA, you can either call or use their online complaint submission form. In addition, they offer a postal address, office address, and live chat for additional methods of communication. EWOSA business hours are 8:30am to 5pm.

What if I’m unhappy with how the energy ombudsman SA handled my complaint?

You are able to request a review if you are dissatisfied with the results of the Ombudsman’s investigation.

If you have new and relevant information available, following the outcome of the Conciliation, you must submit a Review request in writing within 30 days. EWOSA will then consider your request, with the new information you provide.

If you’re dissatisfied with the results of an Investigation, you can also request a review within 30 days of the outcome, in writing. In this instance a new EWOSA member, who was not previously involved in your case, will be appointed to you.

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What other services does EWOSA provide?

In addition to complaint and dispute resolution, the energy ombudsman in South Australia also offers general advice and can help point you to other resources if they cannot directly assist you. They also offer general guides online, so you can better inform yourself on all aspects relating to energy and water services in South Australia. These include:

 Energy bills: Understanding your energy bill, information about electricity and gas meters, checking energy usage, and understanding a high energy bill

 Disconnections: How to avoid a disconnection and what to do if you’re disconnected

 Financial difficulties: What to do if you cannot pay a bill, and how to find more information about energy rebates and concessions such as the solar rebate.

 Choosing an energy provider: Tips and tricks for comparing energy plans & providers, as well as information about how to switch energy providers or moving to renewable energy.

 Marketing: Rules and regulations about how energy providers can market to you, as well as your rights

 Privacy concerns: Your rights to privacy and how to file a complaint about a breach of privacy

Every state and territory in Australia has an independent agency tasked with resolving disputes between customers and energy companies. These agencies, known as energy ombudsmen, offer free and fair dispute resolution for a broad range of complaints you might have. In Western Australia the energy and water ombudsman (EWOWA) handles the complaints you might have about energy retailers, distributors, or water utility companies. If you need to find out how to file a complaint with the ombudsman, and what is involved during an investigation, continue to read more below.

What is the energy and water ombudsman?

Ombudsman are free and independent agencies which resolve disputes and complaints about a number of private and public agencies. In Western Australia, the state Ombudsman is also the Energy and Water Ombudsman.

Energy and water ombudsmen are tasked with resolving disputes between energy and water customers and the corresponding utility companies in a free and fair way. The energy and water ombudsman in Western Australia has many roles, these include:

• Investigating complaints concerning electricity, gas, and water service providers
• Identifying serious and emerging issues, and reporting them to the Economic Regulation Authority or other relevant agencies
• Educating through outreach and liaison, to increase and ensure awareness and accessibility to EWOWA

As an energy customer in Western Australia, if you have a complaint or dispute with your energy company, you are free to use the energy ombudsman in Western Australia.

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How can the energy ombudsman in Western Australia help me?

You can submit a complaint against any current member of the Energy and Water Ombudsman Western Australia which includes most major electricity and gas industry companies including distributors, retailers, and other services. There are a number of matters EWOWA can investigate with regards to gas and electricity, but also some things outside of their jurisdiction.

What is the process for filing a complaint with EWOWA?

 The first step for filing a complaint with the energy ombudsman in Western Australia is to contact your energy provider or distributor directly to give them a chance to resolve the dispute. Once you’ve done that, and you do not feel satisfied with their response, you can contact EWOWA. Following your initial contact with EWOWA, they may refer you back to your energy company to give them another chance to address your complaint.

 If the issue remains unresolved, following the second referral to your energy company, the energy and water ombudsman might either decide that your utility provider acted fairly and reasonably and take no further action, or EWOWA might decide to further investigate your complaint.

 If the energy ombudsman decide to take further action they will contact both your energy provider and yourself for more information, as well as possibly consider outside independent technical advice. During the investigation you will be contacted for any developments, and opportunities to resolve the complaint through an agreement.

 Following the investigation, without any agreement or resolution, the ombudsman will either determine your complaint is not substantiated and take no further action or come to a binding decision in order to resolve the issue. As the customer, you can either accept or reject the EWOWA’s decision but it will be binding on the utility company if you accept.

What if I’m unhappy with EWOWA’s resolution?

If, after the investigation is completed, you have concerns related to how the investigation itself was handled you can submit a request for a review with a senior officer who was not initially part of your case.

Requests for a review must be made in writing (either by email or through the post) and addressed to Senior Assistant Ombudsman Complaint Resolution with the reasons why you think your complaint was not handled fairly. If the senior officer determines your case was not handled in an appropriate way, your case may be re-opened and reconsidered.

Contact the energy ombudsman WA to file a complaint

There are a number of ways to contact the energy ombudsman Western Australia, these include phone, email, online, and by mail. It is important to remember that your first step is to contact your energy provider or distributor and attempt to resolve the problem directly. Only after you’ve contacted your energy company, and have not been able to resolve your complaint, should you then contact the energy and water ombudsman in Western Australia.

In addition, you can print and complete the EWOWA complaint form and send it to the energy ombudsman by email or posted in the mail.

When contacting the energy ombudsman Western Australia, make sure to include as many details about your complaint as possible. Include information such as:

• Your exact concerns
• Dates and times
• Details of previous conversations you’ve had with your energy company including names of those you spoke with
• Copies of relevant documents
• What you consider to be an acceptable outcome or resolution

In addition to information about your energy account, contact details, property address, and National Metering Identifier (NMI) if applicable and known.

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Issues with your energy provider are bound to happen, often through no fault of anyone. When problems arise, we hope our energy provider can resolve them quickly and satisfactorily. Sometimes though, this is not the case and impartial mediation might be necessary for everyone to remain happy. Ombudsmen are that impartial mediation, and the energy ombudsman in Tasmania is available to all residents of the state, offering free and fair dispute resolution, general advice, and mediation when things with your energy provider might go awry. Find out everything you need to know about the energy ombudsman in Tasmania, including their investigations process and how to contact them to file a complaint, by reading more below.

About the energy ombudsman Tasmania

Ombudsmen are independent agencies, providing free and fair dispute resolution services for a variety of private and public industries and sectors. In Australia, disputes involving energy are left to each state’s energy ombudsman. The energy ombudsman in Tasmania is a free and fair service available to energy customers who have a dispute with an energy provider, supplier, or generator.

The energy ombudsman in Tasmania can help by:

• Providing general information about your rights and responsibilities as an energy consumer
• Arranging for a senior person in the company to contact you directly about your complaint
• Investigating the circumstances that led to your complaint
• Trying to negotiate an agreement between you and the energy company
• Making a binding decision if no resolution can be reached

How can the energy ombudsman Tasmania help me?

The energy ombudsman in Tasmania is available to help with disputes relating to energy companies in Tasmania. Issues the ombudsman can assist with include:

• Disputed accounts or high bills
• Debts and arrears
• Disconnections or restrictions of supply
• Actions of an energy provider or distributor that affect your property
• Reliability and quality supply
• Connection or transfer issues
• Vegetation and easement issues

The energy ombudsman works with certain energy companies within the Tasmanian energy market, and as such can only help if the complaint or dispute involves one of these companies.

• What companies can the Ombudsman help me with?
• Aurora Energy
• 1st Energy
• Hydro Tasmania
• TasNetworks
• TasGas Networks
• TasGas Retail

If your dispute is with a provider outside of Tasmania, you will need to get in contact with the energy ombudsman for that state.

There are certain issues within the Tasmanian energy market that the energy ombudsman can’t assist with, however there might be other organisations that can help you.

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What is the Process to File a Complaint with the Energy Ombudsman in Tasmania?

As with any complaint with any energy company, no matter your state or territory, your first step is to get in contact directly with that energy company. Make sure to explain the problem, and ask how they intend to help. When contacting your energy provider, make sure to take note of:

• The operators name
• Date and time of the call
• Details of what was said

If you’ve spoken to an operator, and they can’t help you, ask to escalate your problem to a senior staff member. Once you’ve escalated the problem, and you still don’t feel like the energy company can help you to fix the problem, it’s time to contact the energy ombudsman Tasmania.

If your complaint is lengthy, but not time-sensitive, it could be beneficial to write a letter to the person in charge of handling your complaint

Filing a complaint with the energy ombudsman Tasmania

After you speak with your energy company, and still feel like your issue was not resolved, you can lodge your complaint with the energy ombudsman in Tasmania. When contacting the energy ombudsman, you will need to provide the following information:

• Your contact details
• The name of the energy company you have a dispute with
• The supply address
• An outline of your complaint
• Relevant details such as copies of letters, bills, or notes

Once you’ve lodged a complaint, the energy ombudsman might direct you back to the energy company to give them another chance to resolve the matter independently.

Next step: Investigation by the energy ombudsman Tasmania

Once you lodge a complaint with the energy ombudsman in Tasmania, a number of things might occur:

 First, the ombudsman might refer you back to the energy company again, and give them another opportunity to resolve the situation

 If referring you back to the energy company doesn’t work, the complaint will be investigated by an investigations officer. During this, the officer might ask for the following information from you, the energy company, or an outside expert authority

• Account records
• Copies of letters and correspondence
• Technical reports
• Details of any offers or compensation
• Reasons the energy provider might have regarding your complaint

 During the investigation, your energy company might propose a resolution. The energy ombudsman will contact you to see whether this is a satisfactory resolution. If the resolution is satisfactory for you, the case will be closed.

 Occasionally, during the investigation process, the ombudsman might decide the complaint is unwarranted. If they decide this complaint is unwarranted, they will notify you with the reasons and close the case.

 At the end of the investigation, if you and your energy company have not been able to come up with a resolution, the ombudsman might make a binding decision.

How do I contact the energy ombudsman Tasmania to file a complaint?

To submit a complaint for investigation, you need to fill out a complaint form online, download a complaint form PDF, or by ringing the energy ombudsman Tasmania and requesting a form be posted to you. Once you have a form, you can submit it online, by email, in the mail, or even hand delivered to their office address.

The energy ombudsman doesn't only deal in disputes and complaints, and is also available for general advice and support. If you need advice, but don’t want to file a formal complaint against an energy company, you can use any of the methods above to contact the energy ombudsman.

Other services provided by the energy ombudsman Tasmania

The energy ombudsman in Tasmania, in addition to offering free and fair dispute resolution services, offers a number of resources where you can find additional information. These include:

• Billing and payment difficulties including high bill disputes
• Planned and unplanned electricity outages
• Disputes involving ownership of electricity infrastructure that crosses private land
• Vegetation management responsibility surrounding electricity infrastructure
• Electricity metering
• Moving house and your electricity supply
• Easements

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Responsibilities of your energy supplier

The energy ombudsman Tasmania also outline the responsibilities of your energy supplier. Knowing these responsibilities will help you to better understand your rights as an energy consumer.

 Disconnections: Disconnections can only be done under specific conditions, including failure to pay an amount due, not giving access to the property or meter, or tampering with the metering equipment. If your supplier wishes to disconnect your property, they must notify you by written notice or telephone.

 Miscellaneous charges: The energy ombudsman does not set additional fees, which are charged by electricity and gas suppliers. The only time the ombudsman can investigate is if a fee is administered incorrectly.

 Supply quality: The ombudsman can assist with supply quality complaints for issues such as frequent or lengthy interruptions, poor supply quality, damages due to issues in supply, or lack of notification for planned interruptions.

 Compensation: You may request compensation from your energy supplier for damage to property or appliances, loss of food, or other loss caused by an interruption or poor supply quality. Suppliers, however, are not usually responsible for factors outside of their control such as weather or motor vehicle incidents.

 Privacy concerns: The Privacy Act of 1998 details how energy suppliers can deal with personal information including name, address, date of birth, or account number. If you have concerns about your privacy, contact your energy supplier directly.

In the Northern Territory of Australia, individuals have the opportunity to address grievances through the office of the Energy Ombudsman. This avenue allows for complaints to be lodged regarding decisions, recommendations, actions, or inactions made by various entities falling under the Ombudsman's purview.

Entities within the jurisdiction of the Energy Ombudsman encompass a broad spectrum, including but not limited to:

• All Northern Territory Government departments
• Public educational institutions
• Public healthcare facilities
• Government-operated transportation services
• Law enforcement agencies, fire, and emergency services
• Power Water / Jacana Energy
• Darwin Port Corporation
• Charles Darwin University
• Batchelor Institute of Indigenous Tertiary Education
• Local Government Councils

What Does the Northern Territory Ombudsman Do?

Here is a list of the things that the Northern Territory can assist you with:

• Inquiring into Complaints: The Ombudsman engages in the day-to-day task of investigating complaints and endeavors to resolve them informally whenever possible.
• Investigating and Recommending Change: When necessary, the Ombudsman conducts investigations and suggests remedial recommendations for improvement.
• Addressing Systemic Issues: Systemic problems within public administration are examined, leading to recommendations for enhancing practices and procedures.
• Providing Information and Clarification: The Ombudsman offers guidance to complainants on navigating complaints systems and swiftly resolves most complaints by clarifying matters with the relevant authority.
• Formal Investigations: Some matters may require formal investigation, often resulting in recommendations to enhance government processes and decision-making.

Although the Ombudsman can help Australians living in the Northern Terrritory with many energy related problems and issues, there are a number of things that they cannot provide:

• Legal Advice: The Ombudsman cannot provide legal advice.
• Overturning Infringements: It's not within the Ombudsman's authority to overturn infringements or remove credit listings.
• Non-Governmental Issues: Matters involving the actions of politicians, private individuals, or businesses are beyond the Ombudsman's scope.
• Enforcement of Recommendations: The Ombudsman lacks the authority to compel organizations to implement its recommendations.

Please note that if the Ombudsman is unable to assist, advice will be provided on alternative avenues for help.

What is the Complaint Process?

Complaints can be lodged concerning various issues, such as procedural matters within departments, delays in actions, perceived unreasonable requirements imposed by departments, erroneous decisions, or any other actions deemed questionable.

However, certain categories of complaints fall outside the purview of the Energy Ombudsman's jurisdiction. These include decisions made by courts or tribunals, employment-related grievances, and actions taken by Ministers of the Crown. Nonetheless, actions undertaken by agencies within the Ombudsman's jurisdiction are typically subject to scrutiny.

Below, we highlight the major steps to take in order to file a complaint to the Energy Ombudsman in the Northern Territory:

Step 1: Submit Your Complaint

Your complaint can be submitted through various channels:

• Online
• In person at the NT Ombudsman Office
• In writing
• By telephone
• By email

Your complaint should include your name, address, and telephone number and a brief summary of your complaint. The summary should include the following:

• Who was involved?
• What happened?
• When did it happen?
• Where did it happen?
• Why you believe the situation is unfair?
• Details of your attempts to resolve the issue and the outcome
• Copies of relevant letters or documents
• The desired outcome of your complaint

Assistance is available if needed, including support for language barriers or disabilities, as well as translation and interpretation services.

Step 2: Assessing Your Complaint

Upon receiving your complaint, a Case Officer will be assigned to assess it. The assessment may involve communication with you or the relevant agency to understand and evaluate the complaint.

Factors considered during assessment include:

• Whether the complaint falls within the Ombudsman's jurisdiction
• Whether attempts have been made to resolve the issue directly with the department or if valid reasons exist for not doing so
• Whether the complaint pertains to a matter within the past 12 months, unless special circumstances or public interest apply
• Whether the complaint is better addressed by another organization (e.g., Anti-Discrimination Commission, Information Commissioner)

Step 3: Timeframes and Responses

Complaint investigations may take time, influenced by factors such as:

• Complexity of the issues raised
• Information gathering from departmental staff
• Ensuring procedural fairness and managing staff workloads
• Urgent aspects of complaints should be highlighted early in the process
• The Case Officer will maintain regular communication with you throughout the investigation

Step 4: Completion and Outcomes

Once sufficient information is gathered, an assessment of the complaint will be made to determine what actually occurred and the appropriate actions to address the issue. You will be informed of the assessment, with opportunities provided for response in complex cases. If an error is identified, recommendations will be made to remedy the situation, considering the desired outcome. While authorities often comply with recommendations, there is no enforcement power, and non-compliance may limit further assistance.

How do I contact the energy ombudsman Northern Territory to file a complaint?

To submit a complaint for investigation, you can submit it online, by email, in the mail, or even hand delivered to their office address. Below are all the ways to contact the Northern Territory Ombudsman: