Acknowledging and recording your
complaint
Online complaints
If you submit an electronic complaint you will receive an automated acknowledgement. Your matter will be referred to the appropriate operational area and an Ausgrid representative will contact you to discuss your matter within 5 business days.
Telephone complaints
If you raise a complaint by telephoning the
Ausgrid Contact Centre, you will be asked to
provide your contact details including your name,
telephone number and address.
If your property
or business is located within the Ausgrid network
supply area, you will have a connection contract
with Ausgrid. You will need to provide Ausgrid
with your address or your National Market Identifier (NMI) (located on your electricity bill), and using these details we can access
your connection contract and record your
complaint.
Whilst we will try to resolve
every issue you raise during your first telephone
call, for more complex problems your matter may
be referred to the operational area responsible for
resolving your concerns.
If you do not have a connection with Ausgrid, or
where you wish to register a complaint
anonymously, Ausgrid will record the details of
your complaint and provide you with the unique
identifier code so that you can remain informed of
the progress of your complaint. Your privacy is
protected at all times throughout the investigation.
Written complaints
If you post your complaint to us please include
your telephone details and any documentation supporting your
complaint. We will process your complaint through
our mail delivery systems to the relevant
operational area within 3 business days. We will
then telephone you to acknowledge your
complaint within a further 2 business days.
If we do not have your telephone number we will post an
acknowledgement to you within 2 business days.
How long does the complaints review process take?
- If you register and submit online, once your complaint has been received you will receive a confirmation email from Ausgrid, containing a tracking number.
- All customers are kept informed by either telephone or in writing to every 10 business days.
- We will make every endeavour to resolve your complaint within 28 business days of receiving it. For more complex complaints we will contact you to explain why the investigation requires more time to be resolved.
Our Complaints and Dispute Resolution Process
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.
Our Complaints Policy outlines our commitment to the complaints process and our Complaint and Dispute Resolution Process provides additional information on the process we will take to investigate your concerns.
