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:

The Energy & Water Ombudsman NSW (EWON) is the government approved independent dispute resolution scheme for New South Wales electricity customers. Customers can contact EWON at any point to get independent advice and information.

Ausgrid takes customer concerns and complaints seriously and will endeavour to resolve complaints directly with our customers. If you are not completely satisfied with our response, you may contact the Energy & Water Ombudsman NSW (EWON).

Your complaint must relate to Ausgrid’s electricity distribution, connection or supply services and must fall within EWON’s jurisdiction.

EWON can be contacted on: FREECALL 1800 246 545 or by writing to: 

Reply Paid 86550,  Sydney South,  NSW 1234  or electronically at www.ewon.com.au