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Common 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.

Other issues

Other issues

Including privacy, marketing and customer service disputes.

Our complaints process

Most complaints are resolved within 28 days. Simple disputes can be resolved more quickly, while more complex issues can take a bit longer.

  • 1

    Contact your company

    You must try to resolve your complaint with your company first, or attempt to contact them, before coming to us.

  • 2

    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.

  • 3

    We investigate your complaint

    If your company can’t resolve the complaint, let us know and we can investigate.

  • 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.

Not having power for two days was really tough

Chanelle* lost power for two days because of a storm. A lot of food spoilt in her fridge and she wanted help.

*names have been changed

Read Chanelle's story

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 story

My meter was underground. How could I check my usage?

Tony’s* water bill was more than $3,000. The problem was he didn’t know there was a leak or where his meter was.

*names have been changed

Read Tony's story

Latest news and articles

Keep up-to-date with the latest news from us and articles about the energy and water industry.

What is an energy and water Ombudsman? 5 things you may not know about the energy and water ombudsman in Victoria

11 May 2023
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Do you need help from an ombudsman? How to know which Victorian ombudsman to speak to

05 May 2023
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New $250 Power Saving Bonus round

21 Mar 2023
Read more