Your questions or concerns will be resolved at the first point of contact wherever possible or referred to our dedicated Customer Advocacy team for further investigation. The information you give us will be treated in accordance with our Privacy Statement.

You are invited to contact us in any of these ways:

What happens once a complaint has been lodged?

If you have a network-related complaint, your case will be assigned to a Case Manager who will deal with your matter from end to end.

We will contact you within 24 hours of receiving the complaint and resolve the matter within seven days. If we need more time to resolve your complaint, your Case Manager will advise you.

You will be notified of the outcomes of our investigation. If required, we will detail the outcomes in writing.

What if you are not happy with our response?

We aim to resolve complaints directly with our customers. If you are not completely satisfied with the outcome, you may ask us to review our decision.

You can download a copy of our procedure for customer complaints, appeals and dispute resolution here.

External dispute resolution

All our customers have the right to contact the Energy & Water Ombudsman NSW (EWON), at any time for independent advice and assistance. EWON is a free and independent service that can provide information, advice and assistance to customers.

The contact details for EWON are listed below: