Complaints handling procedure

It is ActewAGL's policy to:

  • receive complaints by telephone, facsimile, email or letter
  • resolve your complaint as soon as reasonably possible
  • deal with your complaints professionally, efficiently and fairly
  • keep you advised of progress or changes
  • discuss with you any cost that may be associated prior to undertaking any action
  • provide reasons for all of our decisions
  • learn from your feedback and improve ActewAGL's service and product delivery
  • treat all customers with courtesy and respect.

Our steps in handling a complaint

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.

You may be entitled to a rebate if we fail to respond within 20 days as described in Schedule 1 of the Consumer Protection Code.

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 to refer your concerns to the Ombudsman in accordance to the relevant jurisdiction.

  • For events that have taken place in ACT contact the ACT Civil and Administrative Tribunal (ACAT).
  • For events that have taken place in NSW contact the Energy and Water Ombudsman of NSW (EWON).

ACT Civil and Administrative Tribunal (ACAT)
PO Box 578
Civic Square ACT 2608
Phone: (02) 6207 7743
Fax: (02) 6207 7739

Energy and Water Ombudsman of NSW
PO Box A2436
Sydney South NSW 1235
Free call: 1800 246 545
Free fax: 1800 812 291
Email: Energy and Water Ombudsman

Download our complaints and dispute resolution procedure.

Your responsibilities

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, let us know what kind of result or outcome you are hoping to receive
  • advise us promptly if recent circumstances change your need for a complaint to be assessed
  • treat all ActewAGL officers with courtesy and respect.