Enquiries and Complaints
How to make a complaint
We are committed to working with our customers to assist in resolving any issues you have experienced with the services we provide. You can lodge your complaint online, by phone or in writing.
Lodge a complaint
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There are 3 methods of lodging a complaint with us: Submit your complaint online via our Customer Portal
You can also contact us via telephone on 13 13 65 or in writing at GPO Box 4009, Sydney NSW 2001. |
What will happen next?
Our Contact Centre Team will make every effort to resolve your complaint at the first point of contact, however if your complaint requires technical assistance or is unable to be resolved at the first point of contact, we will assign your case to the appropriate business unit for further investigation.
If you are not happy with the outcome or how we have handled your complaint, you can escalate the matter in the following ways:
Escalation 1: Internal review from our Resolutions Team
If you are not satisfied with the outcome or how we handled your complaint, you can request an internal review from our Resolutions Team.
You can request this from the investigating officer or our Contact Centre on 13 13 65.
To assist with resolution of your complaint, the investigating officer may escalate your case to the Resolutions Team or Customer Advocate at any time.
Escalation 2: Independent review from our Customer Advocate
If you are not satisfied with how an internal review was handled, you can ask for an independent review from our Customer Advocate.
Our Customer Advocate will conduct an impartial review and will assist in reaching a fair and reasonable outcome.
You can request this from the Resolutions Team Case Manager.
Escalation 3: External review from the Energy & Water Ombudsman NSW (EWON)
If, despite our best efforts, you remain unsatisfied with the outcome or handling of your complaint, you can contact the Energy & Water Ombudsman NSW (EWON) for an external independent review.
The Energy & Water Ombudsman NSW (EWON) is the Government approved independent resolution scheme for New South Wales electricity customers. Should we not be able to fair and reasonably resolve your complaint, you can contact EWON for an independent review.
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.
Need more information about Augrid's complaints process? Check the Complaints FAQs.