Start with the retailer, in writing
An ombudsman will almost always ask whether you have given the retailer a chance to fix the problem first, so start there. Call or use the retailer’s complaints form, say clearly that you are making a complaint (not just asking a question), and ask for a reference number. Then follow up in writing, so there is a record of what you asked for and when.
Every retailer must have a complaints process, and you can ask for a copy of it. If the complaint is about a bill, ask for the disputed amount to be put on hold while it is investigated. A retailer should not disconnect you over an amount that is under dispute while the complaint is being handled.
When to go to the ombudsman
Go to the ombudsman if the retailer has not resolved your complaint, has not responded within a reasonable time, or has given you an answer you do not accept. You do not need a lawyer and it costs you nothing: the schemes are funded by the energy companies, which pay a fee for each complaint made against them, whatever the outcome.
Ombudsmen deal with billing disputes, back-bills, disconnections and threats of disconnection, payment difficulties, problems with switching or connections, and how a retailer treated you. They can require the retailer to fix a bill, waive charges or pay compensation, and their decisions bind the retailer. They do not set prices or decide whether a plan is good value.
Who to contact in your state
- New South Wales
- Energy & Water Ombudsman NSW (EWON).
- Victoria
- Energy and Water Ombudsman Victoria (EWOV).
- Queensland
- Energy and Water Ombudsman Queensland (EWOQ).
- South Australia
- Energy and Water Ombudsman SA (EWOSA).
- ACT
- Energy complaints go to the ACT Civil and Administrative Tribunal (ACAT).
- Tasmania
- Energy Ombudsman Tasmania.
- Western Australia
- Energy and Water Ombudsman Western Australia.
- Northern Territory
- The NT Ombudsman.
What to have ready
- Your account number and the bill or bills in dispute.
- Your complaint reference number from the retailer, and the dates you contacted them.
- Any emails, letters or notes from calls: who you spoke to, when, and what they said.
- Photos of your meter with the date visible, if the dispute is about usage.
- What you want to happen: a corrected bill, a refund, a payment plan or a waived fee.
Common complaints, and where to read up first
A bill much higher than usual: is my electricity bill wrong?. A catch-up bill after estimates: back-billing rules. A bill you cannot pay: help if you can’t afford your bill. A threat of disconnection: avoiding disconnection. Knowing your rights before you call makes the conversation shorter.
Sometimes the fix is simply leaving
If your complaint is really that your plan is too expensive, an ombudsman cannot help: price is not a breach of the rules. The quicker fix is to switch. It is free on most plans, the retailer cannot refuse to let you go, and an open complaint does not stop you moving. See how to switch.
EnergySorted reads your bill, checks that its lines add up, and costs every plan available at your address on your real usage, so you know whether the problem is the bill, the plan or both. Check a bill free.
Frequently asked questions
Who do I complain to about my energy company?
First the company itself, using its complaints process. If it does not resolve the complaint, contact the free energy ombudsman in your state.
Is the energy ombudsman free?
Yes. The schemes are funded by energy companies, not by the customers who complain.
Do I have to complain to the retailer first?
Usually yes. The ombudsman will normally ask you to give the retailer a chance to fix it first, and may refer you back if you have not.
Can I be disconnected while my complaint is open?
A retailer should not disconnect you over an amount that is under dispute while the complaint is being handled. Tell the retailer and the ombudsman straight away if you receive a disconnection warning.
Can the ombudsman make the retailer pay compensation?
They can require a retailer to fix a bill, waive charges or pay compensation, and their decisions bind the retailer.
Can the ombudsman lower my energy prices?
No. Prices on market plans are set by retailers. If your plan is too expensive, switching is the fix.
Who handles energy complaints in the ACT?
The ACT Civil and Administrative Tribunal (ACAT).
How long does an ombudsman complaint take?
Many are resolved within weeks by referring them back to a senior team at the retailer. Complex investigations take longer.
Can I switch retailers while I have a complaint open?
Yes. An open complaint does not stop you switching, and the complaint continues about the period you were with that retailer.