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We are here to help

We are a free service. We are independent of electricity, gas and water providers.

We help fix issues with electricity, gas and water services.

This page explains:

  • who we can help
  • what we can help with
  • what we can’t help with
  • what to do first

Who we can help

We can help if you are:

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

If you need help, someone can make the complaint on your behalf. This includes financial counsellors, advocates and family members, with your consent.

Who you can complain about

You can complain about an electricity, gas or water provider. The provider must be a member of the Energy and Water Ombudsman.

This includes:

What we can help with

We can look into nearly any issue you have with an electricity, gas and water provider.

Common examples are below. Click on the title to see more details.

  • a bill that seems high
  • a wrong meter reading
  • back bills
  • fees or charges you think are unfair
  • a missing or wrong pensioner rebate
  • the wrong tariff or rate

  • payment plans
  • trouble paying your bill
  • debt collection or credit issues

  • delays
  • unclear answers
  • poor service

  • energy or water supply problems
  • water quality or how reliable the energy supply is
  • damage to property due to an interruption or disruption in supply

  • trouble getting a service
  • being moved to another provider without you being aware

  • damage to land or property from works
  • access to your property for works

  • confusing or misleading sales or offers

  • drainage, irrigation or sewerage issues

  • payments you could get when they don't meet their service standards

 

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

Time limits

We can’t look into issues you knew about for more than 12 months. But we might if there are special reasons.

What to do first

Step 1: Contact your provider

Contact your provider first and ask them to fix the problem. Keep notes of whom you spoke to, when, and what they said.

Step 2: Contact us

If they don't fix the problem, or they take a long time, contact us. Have your account number, address, and a short summary of the issue ready.

Make a Complaint

 

Freecall: 1800 754 004

If you need support to make your complaint:

  • Another person can help you. We will check that you need help first.
  • The Translating and Interpreting Service will help if you need to speak to us in your language
  • The National Relay Service will help if you are d/Deaf, hard of hearing, or have difficulty with speech or communication