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1. Complain to the company first
Phone or write to the electricity or gas company and tell them about your complaint. Use the word "complaint" so the company is in no doubt you are beginning the complaints process.
The company then has 20 working days to try to resolve your complaint.
The company:
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must acknowledge it has received your complaint |
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cannot charge you for looking into your complaint |
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cannot start credit action (including disconnection) for any amounts in dispute while working through the complaints process |
Keep letters, bills, notes and photos relevant to your complaint. The company may ask to see these.
2. Going to the Commissioner
If you and the company have not resolved the complaint within 20 working days, you can ask the Electricity and Gas Complaints Commissioner to consider your complaint.
You can contact the Commissioner by phone, letter or e-mail, or - click here to lodge a complaint.
Keep letters, bills, notes and photos relevant to your complaint. The Commissioner’s office will let you know if they need to see these.
You must continue to pay any undisputed amounts to the company while the Commissioner is considering your complaint.
If you have questions about making a complaint, contact the Commissioner’s office.
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