We will refer the complainant to the provider’s complaint handling process.
We will refer the complainant to a higher level contact at the relevant provider. The Charter of the Energy and Water Ombudsman states that we must give the provider 10 business days to consider and respond to the complaint.
We contact the provider to offer them a final opportunity to offer a resolution to the complaint before we investigate. Generally the provider is given 2 business days to offer a resolution. If the provider can offer a resolution we will inform the complainant and facilitate the outcome.
If the provider does not offer a resolution, or the resolution does not satisfy the complainant, we will investigate further.
In some cases, we commence an investigation immediately where it is clear the provider will not offer a resolution.
We will investigate the issue.
Investigations vary in complexity and accordingly the time it takes can vary. We aim to close most investigations within 3 months.