Complaints and Dispute Resolution Procedure

Essential Energy

Essential Energy is committed to the timely and efficient resolution of complaints to the organisation from customers, retailers, accredited service providers, the public and other interested parties. That’s why our Complaints and Dispute Resolution Procedure is consistent with Australian Standard AS IOS 10002-2006 (Customer satisfaction - Guidelines for complaints handling in organisations).
 
Making a complaint
You can make a complaint free of charge by:
  • Phone: call us on 13 23 91 for the cost of a local call (higher charges may apply from mobile phones).
  • Mail: send your written complaint to:
    Customer Advocacy
    Essential Energy
    PO Box 5730
    PORT MACQUARIE NSW 2444
 
Special arrangements will also be made available to complainants with specific needs. Interpreter services can be accessed by phoning the Translating and Interpreting Services (TIS) on 13 14 50.
 
Processing your complaint
Essential Energy values your feedback and is committed to resolving matters in a fair, equitable and timely manner. We will investigate your concern, keep you informed of our actions to resolve your complaint as soon as possible, and notify you of the reasons for any decision we make.
 
What happens if you are not satisfied with our response?
If you are not satisfied with our response, you can request a review of the original investigation and decision.
 
If you are still not satisfied, you may choose to contact the Energy and Water Ombudsman NSW (EWON) which provides a free, independent complaints resolution service. Contact the Ombudsman by calling 1800 246 545 (free call) or visit the website www.ewon.com.au.
 
Customers who live in Queensland can contact the Energy and Water Ombudsman Queensland (EWOQ) by calling 1800 662 837 (free call), by visiting the website www.ewoq.com.au, or their complaints website www.energywatercomplaints.com.au or by writing to PO Box 3640, South Brisbane BC, QLD, 4101.
 
 

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