ELECTRICITY OR GAS
BROADBAND INSTALLATION ON SHARED PROPERTY
WATER
We have been resolving complaints since 2001. We listen, ask the right questions and we don’t take sides.
Common complaint issues include bills, customer service, meters, disconnection, and supply. If you have an issue or complaint, contact your company straight away.
If it's not sorted, contact Utilities Disputes. We're here to help.
Mrs A called her energy company 10 times over five months as she had not received a power bill. The bills had been sent to the wrong address, and – as the address was incorrectly recorded on the registry - her meter couldn’t be read remotely. Mrs A was eventually sent a back bill of $1,697.72.
Outcome: The Commissioner upheld the complaint because the company should have recognised Mrs A’s address was incorrectly recorded on the electricity registry. They didn’t respond to numerous calls and requests, which was poor customer service. The bill was reduced by 40%.
It’s reasonable to expect a timely response from your company if you have a question
or complaint. If it’s not sorted, contact
Utilities Disputes.
Mr A arranged for a contractor to clear trees on his property. As there was a power pole in the middle of the trees, Mr A contacted his distributor to involve them. The distributor was late on the day but completed the clearing without having to disconnect Mr A’s power supply. Mr A complained the distributor’s lack of communication about the delay caused his own contractor to charge $2,000 more than the original tree clearing quote.
Outcome: The Commissioner found the distributor’s communication was adequate. However, Mr A wasn’t informed about Utilities Disputes – he instead went through the District Court. Mr A was compensated $250.
When you make a complaint to your company, you should be told about Utilities Disputes.
Mr A subdivided his property, built a new house and asked the distributor to connect electricity to the new house. The distributor didn’t log the request. Two months later, Mr A asked again and received a quote. He asked questions about the quote, but the distributor didn’t respond. Three months later, the quote expired. When Mr A asked for another quote, the cost had risen by $4,000.
Outcome: The Commissioner found the distributor was partly responsible for the delay, provided poor customer service and didn’t treat Mr A’s concerns as a complaint. Mr A was paid $1,978.
If you’re not satisfied with the information you have or haven’t received, complain to your company. If it’s not sorted, contact
Utilities Disputes.
It’s your choice if you want to switch energy companies. Before you do, here are some tips from Utilities Disputes to avoid unexpected surprises.
Before your electricity is disconnected, you should receive more than one notice. Contact your company as soon as you do. Don’t be in the dark.
High bills, back bills and confusing bills are common issues. Contact your company if you have a complaint. If it’s not sorted, contact Utilities Disputes.