When to contact the Commission

The Commission can consider some complaints about licensed electricity, water and sewerage businesses. However, it generally cannot resolve individual billing, customer service, payment or contractual disputes. The Commission is more likely to be able to help where the issue appears to involve a breach of a licence condition, code, guideline or other regulatory obligation.

For electricity complaints, under the Electricity Reform Act 2000, you may make a complaint to the Commission against an electricity entity when it is engaging in conduct contrary to:

If the matter does not meet the grounds for a complaint, the Commission will, where possible, direct you to the appropriate body, such as Ombudsman NT or NT Consumer Affairs.

If the Commission can assist with your complaint, it will investigate the complaint unless it reasonably believes:

  • you are not, or are unlikely to be, adversely affected by the alleged conduct or non-compliance
  • you have not shown a genuine attempt to resolve the subject of the complaint with the electricity entity
  • the complaint is frivolous or vexatious.

If the Commission decides not to investigate a complaint, it will, within 14 days after making the decision, give you written notice stating the reason for its decision.

You may make a complaint only if you are, or may be, adversely affected by the alleged conduct or non-compliance, and you are a customer or an electricity entity.

To lodge a complaint with the Commission, the complaint must be in writing to utilities.commission@nt.gov.au and include:

  • your name and contact details
  • the name of the electricity entity you are complaining about, such as the electricity retailer or network provider
  • why you think it involves a breach of a licence condition or regulatory obligation
  • what outcome you are seeking
  • what steps you took to resolve it with the electricity entity and the outcome (include complaint reference numbers)
  • copies of key documents, such as bills, letters, emails or screenshots.

If you are acting on behalf of someone else, provide proof that you are authorised to do so.

If you cannot make your complaint in writing for a genuine reason, the Commission will consider alternative arrangements case by case.

What happens after you lodge a complaint with the Commission

The Commission will:

  • acknowledge receipt of the complaint
  • make an initial assessment (including the steps you took to resolve it with the electricity entity)
  • contact you if more information is required
  • decide if it is within the Commission’s power to investigate
  • provide you with updates regarding its progress.

Visiting the Commission office

The Commission does not operate a public front counter. Complaints should be made in writing by email or post. If you arrive without an appointment, staff may be unable to meet with you.