We welcome the action by the Essential Services Commission (ESC) against energy retailer ENGIE, following concerns about its handling of customers’ billing complaints.
Earlier this year, EWOV referred the matter to the ESC after our initial investigation into ENGIE identified serious systemic issues affecting gas and electricity customers across Victoria.
From April 2024, we recorded a sharp rise in complaints about ENGIE. Analysis revealed that ENGIE’s complaint rate was nearly four times higher than the industry average for other licensed energy retailers. We identified serious concerns with ENGIE’s complaint-handling practices, including failing to respond and resolve complaints in the manner and timeframes required. We also identified that ENGIE was not taking sufficient action to address the root cause of consumers’ complaints.
“Consumer complaints are often the first signal that something is wrong in a provider’s practices,” said Catherine Wolthuizen, Energy and Water Ombudsman (Victoria). “Providers should resolve complaints promptly and use them to fix wider issues. ENGIE caused significant disruption to its customers, and was then not able to respond to their complaints, many of which were urgent. This had real impacts on people’s lives, particularly for those already facing financial or personal hardship.”
Our systemic investigation function plays a key role in improving outcomes for consumers. We monitor complaint trends, engage early with providers and, where necessary, refers matters to regulators.
“We are pleased the Essential Services Commission has taken strong action. It sends a clear message that independent and fair complaint handling is essential for consumer trust and confidence,” Ms Wolthuizen said.
Victorian customers who have experienced issues with ENGIE can bring their complaint to EWOV for free, independent and fair help.
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