Compliments and complaints
Complaints handling procedure
It is ActewAGL's policy to:
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.
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.
To help ActewAGL respond to your complaint, it is your responsibility to: