Energy Complaints Scheme

Utilities Disputes offers a service to resolve complaints that have not been resolved by providers. When you contact us, we will ask if you have made the complaint to the provider.

All providers must have a free internal complaints process that complies with the standards set in the Scheme rules.

Our goal is for parties to resolve complaints themselves, before they reach the end of our complaints process.

If the complaint is not resolved, either party can ask the Commissioner to make a recommendation. If a complainant does not accept the Commissioner’s recommendation, they can:

If the provider does not accept the recommendation, the Commissioner may make a determination. Determinations are binding on providers.

Complaints about price

The Commissioner cannot look at complaints about the price of energy, or how much providers charge. Providers make their own commercial decisions about what to charge. However, the Commissioner can check that a provider has given accurate information about its electricity pricing plan or tariffs and applied them correctly.

Dollar value of complaints

The Commissioner can consider claims for amounts up to $50,000, and her jurisdiction can be increased to $100,000 with the agreement of the provider involved.

Mandatory for providers to join Utilities Disputes

All distributors and retailers of electricity and gas are required to join Utilities Disputes.

If you think this may apply to your organisation, please contact our office and we can give you further instruction.