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Australia · Energy

Energy complaints in Australia

Billing errors, meter disputes, missed appointments and disconnection threats. Find your supplier's complaint route and the regulator that can make it act.

Providers
3
Regulators
7
Guides
2
Country rule

Use the ombudsman scheme for your supply address, not necessarily the state where you live.

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3 Energy providers

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AGL AGL Electricity, gas and solar O Origin Energy Electricity, gas and solar EA EnergyAustralia Electricity and gas for homes and small business

Escalation

Who to escalate to

Only escalate after giving the provider a chance to fix the issue and keeping a record of dates, reference numbers and evidence.

AER Australian Energy Regulator Electricity & gas The Australian Energy Regulator enforces the National Energy Retail Law and Rules and monitors the wholesale energy market. It is… Complaint route EWON Energy & Water Ombudsman NSW Cross-sector regulator The Energy & Water Ombudsman NSW is the free, independent dispute-resolution scheme for energy and water customers in New Sou… Complaint route EWOV Energy and Water Ombudsman Victoria Cross-sector regulator The Energy and Water Ombudsman Victoria is the free dispute-resolution scheme for energy and water customers in Victoria. It cove… Complaint route EWOQ Energy and Water Ombudsman Queensland Cross-sector regulator The Energy and Water Ombudsman Queensland is the free dispute-resolution scheme for electricity, gas and water customers in Queen… Complaint route OWA Ombudsman Western Australia Cross-sector regulator The Ombudsman Western Australia is an independent office that reviews complaints about Western Australian government bodies, incl… Complaint route OSA Ombudsman South Australia Cross-sector regulator The Ombudsman South Australia is an independent office that reviews complaints about South Australian public authorities, includi… Complaint route OT Ombudsman Tasmania Cross-sector regulator The Ombudsman Tasmania is an independent office that reviews complaints about Tasmanian public authorities, including government-… Complaint route

Common questions

Energy complaints in Australia

Which energy ombudsman covers my address?

Use the scheme for your supply address: EWON (NSW), EWOV (Victoria), EWOQ (Queensland), Ombudsman WA, Ombudsman SA or the Tasmanian Ombudsman. The retailer must tell you which scheme it belongs to.

Can I get help before my power is disconnected?

Yes. Contact the retailer immediately, ask about hardship assistance and a payment plan, and contact your state ombudsman if the retailer will not help. Do not wait for the disconnection date.

Can I go to the ombudsman before the retailer responds?

Usually only if the retailer refuses to help or has closed the complaint. Otherwise, give it a reasonable opportunity to respond. Keep the complaint reference and a dated record of every contact.

Playbooks

Guides worth reading first

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