COMPLAINTS

We welcome all feedback, good or bad. It helps us to improve our business and helps us serve you better.

If you are not satisfied with our service please follow our dispute resolution procedure to ensure a fast outcome to your enquiry.

Step 1 – Contact us

The first step is to contact us and make us aware of your concerns.

Step 2 – We will respond to you

Australian Power & Gas is required to make a record of each complaint received. We will also comply with Australian Standard AS ISO 10002-2006 (as amended or replaced from time to time) with respect to our complaints handling procedure.

If your complaint relates specifically to a billing matter, the regulations mandate a process for reviewing accounts and the circumstances in which we must refund you.

When contacted by phone we intend to resolve your complaint in the first instance during our initial conversation. If we are unable to resolve your complaint over the phone to your satisfaction we must record this as an unresolved complaint and refer it to the appropriate Manager. The Manager must acknowledge receipt of this complaint within two working days of your initial contact and suggest how to resolve the complaint as soon as possible or within 10 working days.

When contacted by fax, email or mail, we must acknowledge receipt of your complaint within two working days. At this time, we will suggest how to resolve the complaint as soon as possible or within 10 working days.

Step 3 – Responding to us

Where we have provided you with our response to your complaint we would ask you to provide us with your comments within 10 business days, advising us of your satisfaction with respect to the complaint resolution.

Step 4 – Escalation

If you remain dissatisfied with our response to your complaint you may wish to escalate your complaint in one of the following ways. Be sure you have a record of steps 1 to 3 as this is the first question you will be asked.

Contact our CEO:

Contact the Industry Ombudsman:

New South Wales – Energy and Water Ombudsman (EWON)

Victoria – Energy and Water Ombudsman (EWOV)

Queensland– Energy Ombudsman