We’ve looked at our experiences in handling complaints, relevant laws and codes, good industry practice and other factors when creating these position statements. The statements should be read as a common guide to the way we handle cases. Whenever we investigate an issue, we still approach each complaint on a case-by-case basis.
Position statement 1 - Meter access and estimated billing 600.77 KB
Position statement 2 - Credit collection and default listing 514.22 KB
Position statement 3 - Compensation following voltage variation 919.61 KB
Position statement 4 - Compensation following electricity outage 599.10 KB
Position statement 6 - Payment difficulties and hardship water 603.88 KB
Position statement 7 - Family violence 848.19 KB