Who to contact with a complaint

The Commission requires energy retailers and authorities to:

• have a complaint handling process in place that meets relevant standards 
• be members of the Energy and Water Ombudsman (Victoria) scheme.

If you wish to make a complaint about your retailer or distributor:

1. In the first instance, raise the issue with the company by telephoning the enquiries number shown on your energy bill.
2. If you are not satisfied with the company's response, ask to speak to a higher level within the company's management structure.
3. Where, after raising the complaint to a higher level, you are still not satisfied with the company's response, contact the Energy & Water Ombudsman (Victoria) - Freecall 1800 500 509 (mobile rates apply).