Enquiries and Complaints
How to make a complaint
We are committed to working with our customers to assist in resolving any issues you have experienced with the services we provide. You can lodge your complaint online, by phone or in writing.
Lodge a complaint
There are 3 methods of lodging a complaint with us:
Submit your complaint online via our Customer Portal
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You can also call us on 13 13 65 or contact us in writing at GPO Box 4009, Sydney NSW 2001.
Please provide as much detail as you can regarding your concerns so our Customer Service Representatives can help resolve your complaint. Refer to our FAQs for more information.What will happen next?
Our Contact Centre Team will make every effort to resolve your complaint at the first point of contact, however if your complaint requires technical assistance or is unable to be resolved at the first point of contact, we will assign your case to the appropriate business unit for further investigation.
Where we have not been able to resolve your call at the first point of contact we will endeavour to make regular contact with you every 10 days and attempt to resolve your complaint within 28 days of receiving it. For more complex complaints where we require additional time to investigate, we will contact you to explain why additional time is needed to resolve the matter.
At the conclusion of our investigation, we will contact you by telephone or in writing to explain our findings and any actions we have or intend to take. If you are not happy with the outcome or how we have handled your complaint, you can escalate the matter in the following ways:
Escalation 1: Internal review from our Customer Advocacy Team
If you are not satisfied with the outcome or how we have handled your complaint or claim, you can request an internal review from our Customer Advocacy Team.
You can request this from the investigating officer or by phoning our Contact Centre on 13 13 65.
Escalation 2: Independent review from our Customer Advocate
If you remain unsatisfied with the review from our Customer Advocacy Team, you may request a review of the decision to finalise the investigation.
An internal review by the Customer Advocate may be undertaken only when the investigation was finalised based on Ausgrid reaching its final position.
Criteria for a review by the Customer Advocate:
- You are of the view that Ausgrid was biased or not impartial when investigating your complaint; and/or
- You believe Ausgrid made an error, overlooked key facts, or relied on incorrect information; and/or
- Ausgrid has not adhered with its case handling policies during the investigation.
You can request this escalation from the Customer Advocacy Officer.
Escalation 3: External review from the Energy & Water Ombudsman NSW (EWON)
If, despite our best efforts, you remain unsatisfied with the outcome or handling of your complaint, you can contact the Energy & Water Ombudsman NSW (EWON) for an external independent review, advice or assistance.
The Energy & Water Ombudsman NSW (EWON) is the Government approved independent resolution scheme for New South Wales electricity customers. Should we not be able to resolve your complaint fairly and reasonably, you can contact EWON for an independent review.
Contact EWON on FREECALL 1800 246 545. By Post: Reply Paid 86550, Sydney South, NSW 1234 or via their website at www.ewon.com.au.
Need more information about Ausgrid's complaints process? Check the Complaints FAQs.
Need more information about Augrid's complaints process? Check the Complaints FAQs.