I missed out on the pay-on-time discount
Leaks at Arun’s* property led to high gas bills and missing pay-on-time discounts.
*names have been changed
Read Arun's storyCommon billing issues
Delayed and catch-up bills
Complaints about delayed bills, refunds and bills for previous time periods.
Unexpected high bill
Gas, electricity or water bills that are higher than usual.
Billing mistakes
Errors relating to concessions, repeat bills, meter readings and more.
Trouble paying a bill
Problems with making payments, including extensions, instalments and methods of payment.
Price increase or change
Changes to rates, unexpected fees and charges, and refund disputes.
Debt collection and credit default listing
Disputes about amount of debt, the way companies act during collection and default listings.
Common service issues
Connecting and transferring
Issues with your connection to gas, electricity or water, or changing providers.
Meters, poles, wires and pipes
Electricity, gas and water infrastructure disputes, including meter issues and health and safety risks.
Outages and power surges
Planned and unplanned outages, and compensation for inconvenience or loss.
Disconnection and restriction
Gas, electricity or water services being disconnected or restricted.
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1
Contact your company
You must try to resolve your complaint with your company first, or attempt to contact them, before coming to us.
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Bring the complaint to us
If you’ve contacted your company and can’t resolve the issue, we’ll usually refer the complaint to a senior person at your company and ask them to contact you about the complaint.
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3
We investigate your complaint
If your company can’t resolve the complaint, let us know and we can investigate.
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4
You get an outcome
We help you and the company reach a resolution or we’ll decide on a fair and reasonable outcome to your complaint.
Need help?
Call us for free on 1800 500 509, weekdays from 8.30 am – 5.00 pm, request a call back or start an online complaint.
Price increases (August 2022)
01 Aug 2022
New Ombudsman announcement from Chairperson, Paul Sheahan AM
12 Jul 2022
Seasonality and utility bills (June 2022)
01 Jun 2022