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Complaint Handling

How we handle your complaints
You may lodge a complaint with us at any time about any aspect of our services and, if you do, we are obliged to abide by our Complaint Handling Policy. This policy is available on our website and will also be supplied to you on request or at the time you lodge a complaint with us.

A complaint may be about a specific aspect of our services or a number of aspects. Once you make a complaint in an appropriate manner, we will conduct a review of all aspects of the complaint.

The Regulatory Guidelines for Electrical Embedded Networks have their origin in the National Electricity Rules (NER). These rules currently apply in all states except Western Australia. Electrical Embedded Networks are further governed by the Australian Energy Market Operator (AEMO) and the Australian Energy Regulator (AER) and the Essential Services Commission Vic (ESC) in Victoria. All Energy On managed sites fully comply with the regulations set out by these bodies.

For the day to day management of customer activity, Energy On fully complies with the requirements of the Energy Retail Code in Victoria and the AER in other jurisdictions.

Energy On also provides our customers with a Customer Charter, which applies to the supply of your electricity from Energy On Pty Ltd. It provides a guide to our services and responsibilities. There is also important information on your rights and obligations as an electricity consumer.

We recommend that you familiarise yourselves with these documents and with our other policies, which can be found on our website on the Policies page.

Energy & Water Ombudsman Schemes

It is important to note that as of July 1st, 2018 Energy On will become a member of the Energy & Water Ombudsman scheme in each state that we operate in. Energy On acts in all dealings with its customers in a fair and balanced way and agrees to submit to the Ombudsman for resolution of a dispute if required. We have detailed below the contacts for each Ombudsman.

It is important that you review their websites to identify if the complaint that you are making is one that is covered by their dispute resolution process as not all complaint types are covered. Generally, the Ombudsman will take complaints about:

  • Billing 
  • Credit
  • Customer Service
  • Disconnection
  • Provision of Supply and Transfers. 

They generally do not take complaints about:

  • The price you are charged (unless it is not compliant with legislated price caps)
  • Matters before a court or tribunal
  • any non-electricity services provided by us
  • government policies
  • events beyond our reasonable control or an issue of more than 12 months ago that you have not spoken to us about.

Victoria: EWOV


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