Electricity supply complaints

The quickest way to resolve an electricity complaint is to contact the relevant electricity retailer or network provider directly.

Your electricity retailer sells electricity to you and manages billing and customer account issues. Your network provider operates the electricity network and manages network faults, outages and some connection issues. For most customers, the network provider is Power and Water Corporation.

Under the Commission’s Electricity Retail Supply Code, Commission-licensed electricity retailers and network providers must have standard complaints and dispute resolution procedures.

This means your electricity retailer or network provider must:

  • keep its complaints procedures up to date
  • handle your complaint in accordance with their procedures (including any time limits)
  • tell you the outcome and reasons for its decision within its stated timeframes.

Contacting your electricity retailer or network provider

First, review the relevant complaints policy and lodge your complaint with them:

If you are still dissatisfied after following the complaint process of your electricity retailer or network provider, escalate your complaint to:

If you consider your matter involves a breach of licence conditions or regulatory obligations, you may be able to raise it directly with the Utilities Commission.