One of the Commission’s functions is the investigation of complaints against licensed electricity industry participants.
The Electricity Reform Act 2000 provides the following grounds of complaint against an electricity entity:
- the electricity entity is engaging in conduct that is contrary to one (or more) of its licence conditions
- the electricity entity is engaging in conduct contrary to the objects of the Electricity Reform Act 2000 or the Utilities Commission Act 2000.
A person may only make a complaint if that person:
- is, or may be, adversely affected by the conduct or non-compliance alleged by the person
- is a contestable customer or an electricity entity.
You can lodge a complaint with the Commission, which:
- should be in writing
- contains details of the grounds of the complaint
- includes sufficient details to show
- how the complainant is, or may be, adversely affected by the alleged conduct or non-compliance
- how the complainant has made a genuine, but unsuccessful, attempt to resolve the subject matter of the complaint.
The Commission will investigate the complaint, unless it reasonably believes the:
- complainant is not, or is unlikely to be, adversely affected by the conduct or non-compliance alleged in the complaint
- complainant has not shown he or she has made a genuine attempt to resolve the subject of the complaint with the electricity entity
- complaint is frivolous or vexatious.