Customer complaints

Ausgrid values customer feedback. We are grateful if you take the time to let us know how you are feeling as a customer of Ausgrid. We take pride in our customer service and welcome feedback and the chance to improve. We know that things go wrong and we won’t always get it right, but if you take the time to contact us, our aim is to restore your faith in us by managing and resolving your concerns efficiently, effectively and with respect.

Our Complaints Policy outlines our commitment to our complaints process and our Complaint and Dispute Resolution Process explains the process we will take to investigate your concerns. Please read these documents before reporting your issue and/or complaint using one of the following methods:

We will make every effort to resolve the issue with you in a timely and professional manner. If you are not satisfied with Ausgrid's resolution of your complaint, you may refer your dispute to Energy and Water Ombudsman of New South Wales (EWON) on FREECALL 1800 246 545,  by writing to Reply Paid 86550, Sydney South NSW 1234 or electronically at