Consumer Complaints

Under the Energy Act (2012), you have the right to complain if and when you feel that your rights as a consumer are being abused. The first step is to speak to the service provider who should give you a reasonable timeframe in which to deal with your complaint. If this fails or you do not get a response to the complaint, then you can bring the complaint to the Fair Trading Commission (FTC)

Contacting /complaining to your Electricity Provider

If there is a problem, you need to contact your electricity provider as soon as possible to explain the problem and the outcome you want. In many cases, the problem can be resolved over the phone.

If you are not happy / satisfied with the customer service, you can ask to speak to a supervisor or put your concerns in writing to the CEO.

When contacting your electricity provider about your complaint (either by phone or in writing), you should:

  • give them your name and your account number
  • explain the problem 
  • explain the outcome you want 
  • outline the steps you will take if you and your electricity provider cannot resolve the problem 
  • ask for a response within a reasonable time, usually  two weeks or 10 working  days is acceptable.

IMPORTANT: Make sure you keep copies of any letters, emails or documents that you send as well as details of any calls you make or people you speak with.

Contact your electricity provider for questions about:

  • getting connected to the network
  • arranging for supply of electricity to your home or business
  • concerns with the service provided to you
  • your rights in relation to cancelling or changing a contract
  • billing issues
  • your electricity meters
  • power lines connecting your property to the network in your area
  • power outages
  • problem with supply quality, such as low frequency (for example, when your lights dim)