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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.

Land access complaints

Disputes regarding energy companies' access to private land.

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.

I thought my energy company was going to fix the problem quickly

Dina’s* property had a cross-metering issue. She needed EWOV’s help getting the $4,000 refund processed.

*names have been changed

Read Dina's story

It was frustrating how long my new electricity connection was delayed

The three requests Edet’s* electrician made for a new electricity connection all failed. We investigated what went wrong.

*names have been changed

Read Edet's story

Being contacted by two different debt collectors was stressful

Joanne* moved house, kept the same energy company and made payments, but got a $1,600 bill.

*names have been changed

Read Joanne's story