When ActewAGL receives a complaint it will be registered and immediately assigned to a complaints officer to arrange investigation, action and resolution.
As promptly as possible, ActewAGL will acknowledge your complaint and subsequently provide a response within 20 business days.
If you are dissatisfied with ActewAGL's decision about your complaint you can ask for reconsideration by a higher level of ActewAGL management.
If you are dissatisfied after the reconsideration, you have a right of review. For events that have taken place in the ACT, you can ask for review by the ACT Civil and Administrative Tribunal (ACAT) and in NSW, by the Energy and Water Ombudsman of NSW.
ACT Civil and Administrative Tribunal (ACAT)
PO Box 578
Civic Square ACT 2608
Phone: (02) 6207 7740
Fax: (02) 6207 7739
Email: ACAT
Energy and Water Ombudsman of NSW
PO Box 1343
Haymarket NSW 1240
Free call: 1800 246 545
Free fax: 1800 812 291
Email: Energy and Water Ombudsman
To help ActewAGL respond to your complaint, it is your responsibility:
- to clearly identify the issues of complaint and to provide any relevant supporting information and documents
- where possible, to let us know what kind of result or outcome you are hoping to receive
- to advise us promptly if recent circumstances change your need for a complaint to be assessed
- to treat all ActewAGL officers with courtesy and respect.
You may contact our customer liaison by email or in the following ways:
Phone: 6248 3519
Fax: 6248 3865
Post:
Customer Liaison
GPO Box 366
Canberra City ACT 2601