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:

 

Making a Claim

Where you feel you may be entitled to compensation for damage or loss which you believe is the result of, or fault of Ausgrid's electrical supply, complete a claim form and email to Ausgrid's Network Customer Investigations at NCI_Group@ausgrid.com.au. The Network Investigations Group can answer enquiries you may have about completing the form and can advise you of any necessary documentation you may need to support your claim. Call 1800 069 952 Monday-Friday 8.30am and 5pm.

Energy & Water Ombudsman NSW

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