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Common complaints

We can investigate some complaints about the price of electricity, gas and water in Victoria.

Electricity and gas prices are set by energy companies in a competitive market, except in the case of the Victorian Default Offer (see below). Electricity and gas contracts will state how often prices can be increased under the contract.

Water prices are set by the Essential Services Commission (ESC). The ESC is the independent regulator of essential services, covering energy and water in Victoria. It reviews prices regularly and sets the maximum price water companies can charge.

Electricity and gas

Electricity and gas companies can increase prices according to the terms of your contract. Check your contract or talk to your company for more information. The ESC regulates the market and has created some reforms, including:

  • The Victorian Default Offer – an electricity price for Victorian customers who are unable or unwilling to engage in the market. You can ask for the default offer or use it to compare against other offers. From 1 September 2020, the Victorian Default Offer is also the maximum price all households and most businesses can be charged in embedded networks.
  • The Best Offer – electricity and gas companies must tell you how much you could save by switching to the best energy plan they offer. You can see best offer information on your electricity and gas bills at least once every four months.
  • Minimum feed-in tariff – the ESC sets the minimum tariff your electricity company pays you for power you export to the grid, usually via solar panels.

Visit the Essential Services Commission site for more information.

Water

Water companies can only increase prices in line with the tariffs and charges set by the ESC. Visit the Essential Services Commission site for more information on the tariffs and charges that apply to your local water company.

If your electricity or gas company has applied the wrong tariff or added additional charges to your bill, contact it about the error.

If your water company has applied tariffs or charges that are higher than the maximum price set by the ESC, contact it about the error.

If your embedded network company charges more than the maximum price set by the ESC, contact it about the error.

If you’re not happy with the response from your company, contact us and we can investigate.

If the tariffs on your bill are correct but you’ve received a high bill or are having trouble paying your bill, we have more information for you.

Visit the Unexpected high bill page if you have a complaint about an unusually high bill.

Visit the Trouble paying a bill page if you are having trouble paying a bill.

If your prices have increased in line with your contract and regulations, we can’t investigate. If, however, you think the wrong charges and tariffs have been applied to your account, contact your company. If you’re not happy with its response, contact us.

We can help with most complaints about energy or water issues in Victoria, big or small. Our service is free to Victorian customers.

"A very helpful organisation"

Etta* Victorian customer * Name has been changed

Need general information?

If you don’t have a complaint but just want some general information, we call this an enquiry. We may even be able to refer you to another agency.

You can make an enquiry at any time. Call us on 1800 500 509, send us an email or start a live chat.

I was sure my energy company wasn’t giving me my proper discounts

Jim* needed our help to understand how his pay on time discount was applied to his accounts.

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With EWOV’s help I understood why my bill was higher than normal

Thanh* got an electricity bill more than double his normal bill. He didn’t know why.

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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.

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