Utilities Disputes Limited (formerly The Office of the Electricity and Gas Complaints Commissioner, or EGCC) provides a free and independent complaint resolution service for electricity and gas complaints. Most complaints that come to Utilities Disputes are resolved between the parties.
Utilities Disputes uses a wide range of dispute resolution techniques, including mediation and conciliation, in resolving complaints.
The Scheme document explains what complaints the Commissioner can consider. Common issues include billing, customer service, meters, and disconnections. The Commissioner can also consider complaints about actions of staff or contractors, as well as access to and use of land on which there is electricity or gas equipment.
Our conciliators have training and experience in law and/or mediation, and all work towards Resolution Institute accreditation.
The industry set up the Scheme to create a free and independent forum for resolving consumer complaints.
The Utilities Disputes name change FAQ explains why EGCC was replaced by Utilities Disputes. The FAQ defines "utilities" and how the name change came about.
Resolution Institute is an Australasian organisation that promotes alternative dispute resolution.