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Complaints acknowledgement and response

Our complaints and dispute resolution process is designed in line with the Code of Conduct for the Supply of Electricity to Small Use Customers:

  • we aim to acknowledge all written complaints within 10 business days and address complaints within 20 business days
  • we will use information you provide, together with customer records, to help resolve your complaint 
  • we will provide a detailed explanation of the reasons behind our decision
  • you may ask to have your complaint reviewed by a senior employee if you are not satisfied with a decision we have made

You may be eligible for a $50 service standard payment if:

  • you have written to us and not received acknowledgement either in writing or by phone within 10 business days of us receiving your written complaint
  • we do not respond to your written complaint within 20 business days

Complaint non-acknowledgement/response claim form

Meter details

Details about your account you are claiming for

Address of affected property

Contact details

Postal address

(if different from property address)

Claim payment



Condition of agreement

  • We are under no obligation to verify the following;
    • correctness of the bank account details
    • the authority of the undersigned on the bank account details and the authority of the undersigned as conclusive evidence of authority to execute this agreement on behalf of the vendor (name above).
  • We will not be responsible for any delays in payment or error due to factors outside our reasonable control including delays in the banking system.
  • We reserve the right at any time to terminate or suspend this direct credit payment method and to pay by cheque or any other manner which we may determine.

Applicant declaration