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About the Energy and Water Ombudsman

We help people sort out problems with their energy or water provider. We are independent, free and fair. We do not take sides.

Yes. Our service is free. You do not have to pay to make a complaint.

No. We are independent of the government. We do not work for energy or water companies.

Who can complain

You can complain if you are: 

  • a residential customer
  • a small business customer, or
  • someone affected by a water service. This includes where the bill is not in your name.

Yes. If someone else has a problem, you can help them make a complaint. We will ask the other person for permission. You can use our Authority to Act form to confirm the person's consent.

Yes, if you agree. A family member, friend, financial counsellor or support worker can help you.
 

You can use our Authority to Act form to confirm that the person can represent you.

What you can complain about

We can only take complaints about providers that are members. Licensed energy and water providers in WA are members. See this page for a list of providers that are members.

We can help with:

  • high bills or mistakes on bills
  • payment plans and trouble paying
  • debt collection
  • disconnections and outages
  • meter problems
  • problems connecting or transferring a service
  • poor customer service
  • marketing
  • water services.

Yes, if your provider isn’t helping you. We can help look at payment plans and hardship support offered by the provider. We can check that your provider followed the rules.

Yes, in many cases. Contact us as straight away if you have been disconnected and don’t agree that it was fair. If you are told that you will be disconnected, contact us. Your provider can't disconnect you while we are looking at your complaint.

Yes. We can help with meter issues, including wrong readings or problems after a meter change.

Sometimes. We can only help with problems involving a licensed provider. We can’t help with an embedded network provider. The law is being changed to allow us to help, but not until late in 2027.

What we can't help with

We can’t investigate:

  • setting prices or tariffs
  • government policy
  • work that providers do outside their licence, for example
    • bottled gas
    • solar installations
  • matters in a court or tribunal
  • matters another agency must handle by law

Usually no. We generally can’t look into issues you knew about for more than 12 months. But we might if there are special reasons.

Making a complaint

Yes. You must contact your provider first and give them a chance to fix the problem.

You can call us, use our online complaint form, or send us an email or letter.

It helps to have:

  • your account number or customer number
  • the address of the property
  • a short summary of the problem, and
  • what you want to happen.

What happens after I complain

First, we will check that you contacted your provider. If you have contacted them, we refer the issue to a senior person for a final try. If it is still not fixed, tell us and we can investigate the issue.

Some complaints are sorted out quickly. More complex complaints may take longer. We will keep you updated.

Yes. If needed, we can make a decision the provider must follow if you agree to it.

Privacy and fairness

Yes. We keep your information confidential. We only share with your provider what is needed to handle your complaint. We don’t share information to anyone else without your consent.

You can talk to your case officer first. If you are still unhappy, you can ask for a review of how your complaint was handled.

Other common questions

Yes. You can contact us for information or advice, even if you are not ready to make a complaint.

Yes. We can help explain the options. We can work with providers when people are in difficult situations.