Customer complaint process
We welcome your feedback
If you ever find the service we provide is less than
satisfactory, you can lodge a customer complaint by contacting us
on 1300 131 689 or by filling in a feedback form.
We view each customer complaint as an improvement opportunity, and
we will do our best to resolve the issue to your satisfaction.
Lodging a complaint
Our complaints procedure is in accordance with Australian
Standards (AS10002-2006). If you wish to lodge a complaint, please
follow the steps below.
Customer complaint process
Step 1
You may lodge your complaint electronically here, or by
contacting us on 1300 131 689.
Step 2
All complaints are recorded and forwarded to us for
investigation and resolution. In most cases, the complaint is
resolved at this point.
Step 3
If the complaint is not resolved to your satisfaction, a dispute
resolution process will start and a senior customer relations
consultant will investigate the matter further.
Step 4
If the complaint is still not resolved to your satisfaction, you
may wish to escalate the matter to the Energy Water Ombudsman
Victoria (EWOV) – please click
here to access their website. EWOV is an independent body who
provide a service, free of charge to you. The Ombudsman is tasked
with acknowledging, investigating and assisting in the resolution
of a range of customer enquiries and complaints relating to gas
services.
More information on the detailed complaint and dispute
resolution procedure is included in the PDF below: