Customer Relations

Customer service excellence

Multinet aims to ensure its services fully meet customers' expectations. Our Customer Relations Distribution team logs all complaints reported by customers in our network area in relation to their gas supply, and works closely with all areas of our business in resolving those complaints. We do our utmost to resolve complaints in a timely and effective manner.

The Customer Relations team identifies any trends in complaints and raises these as issues with the relevant business unit and management to ensure that permanent solutions are put in place.

The Customer Relations team is responsible for investigating Energy Water Ombudsman of Victoria (EWOV) issues relating to customers' dissatisfaction with a service or supply.

We welcome your feedback

If you should ever find the service we provide to be less than satisfactory, a complaint about our service can be lodged by contacting us our Service Desk on 1300 131 689 between business hours of 8am - 6.00pm Monday - Friday. We will do our best to resolve the problem to your satisfaction. We look on each customer complaint as an opportunity to improve our service to you, the customer.

Complaint Process

At Multinet our complaints process is as follows:

  1. A Customer contacts their Retailer (Contact number can be found on your bill) or our Service Desk on 1300 131 689 during business hours ;
  2. The Retail representative and/or our Service Desk Representative asks questions, clarifies the problem and registers the complaint. Multinet welcomes customer suggestions for solving problems and reaching resolution;
  3. Multinet's Representatives have the authority to resolve the majority of problems. In most cases the problem is resolved at this point; and
  4. If the complaint is not resolved it is passed onto the Customer Relations Team for resolution.

The Executive Management team takes a keen interest in our customers' concerns and sees regular reports of issues raised by our customers.

If a complaint cannot be resolved to your satisfaction by Multinet, you may contact the Energy Water Ombudsman of Victoria by telephoning 1800 500 509 or by mail to GPO Box 469D, Melbourne 3001. The Ombudsman receives, investigates and assists in the resolution of a range of enquires and complaints customers may have with their gas company. It is an independent service, easy to access and free of charge to you.

Services to Customers with Special Needs

Multinet provides many services to Customers with special needs, including special services to our customers with disabilities.

Multinet is continually striving to provide service excellence to our customers. We welcome your feedback and suggestions to improve our service to our customers.

Interpreter Service for Customers with English as a Second Language

The Australian government, through the department of Immigration and Ethnic Affairs, provides a translating and interpreting service (TIS). The interpreter service is a free translating service for our customers who speak a language other than English. This service is provided 24 hours a day 7 days a week and is accessible from anywhere in Australia for the cost of a local call. To use this service telephone 131 450.

Emergency Contacts

In the case of an emergency use the following contact numbers: