Once your online enquiry or complaint has been successfully submitted online you will receive a confirmation email from Ausgrid, containing a tracking number.
We will also keep you informed by either telephoning you or writing to you every 10 business days.
We will make every endeavour to resolve your complaint within 28 business days of receiving it, however for more complex complaints we will contact you to explain why the investigation requires more time to be resolved. We will record the investigation into the relevant circumstances and information surrounding your complaint.
At the conclusion of our investigation we will contact you by telephone or in writing to explain our findings and any actions we have or intend to take. If we contact you by telephone, you may request a written summary of our investigation and our findings during that discussion. If you are satisfied with the outcome of our investigation we will record your complaint as being resolved and close it in our system.
If you are not satisfied at the end of your complaint investigation, you can ask us to conduct an internal review. Your complaint will be upgraded to a dispute and escalated to a specialised Dispute Review Team. They will conduct a review of the investigation and contact you to discuss their findings.
If you are still not happy with our findings, the Ausgrid Investigations Officer will be able to advise you of which external agencies have the jurisdiction to independently investigate your dispute.
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.
We take 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.
Contact EWON on FREECALL 1800 246 545 or by writing to: Reply Paid 86550, Sydney South, NSW 1234 or electronically at www.ewon.com.au.