Complaints FAQs

A complaint is an expression of your dissatisfaction in relation to Ausgrid’s actions, products, services, staff or the handling of a complaint where you would like a response or resolution.

Reporting of power outages, hazards, streetlight faults, graffiti, pole inspections or requests for tree trimming are not considered complaints. Check Our Services to report or request maintenance to a network asset.

When lodging your complaint, it is important to provide as much information as possible, including:

• Name
• Phone number
• Email address
• Physical address
• Description of the issue
• Any supporting documentation, including photographs, that may assist in our investigation.
• Please also indicate the response or resolution that you are seeking.

Please provide as much detail as you can regarding your concerns so our Customer Service Representatives can help resolve your complaint. Refer to our FAQs for more information.

After you have lodged a complaint, we will do our very best to ensure the issue is resolved in a timely manner. We will:

• Acknowledge your complaint, ensure we understand your concerns and conduct an initial assessment of criteria including severity, safety implications, complexity and urgency for immediate action.
• Treat you with respect and be transparent about the progression of the investigation throughout your complaint progress.
• Thoroughly investigate the details outlined in your complaint and present our full findings to you.

Online complaints

When a complaint is submitted online, you can track progress of your complaint via the Customer Portal. Sign-in and navigate to My Complaints to track progress.

If you are registering in the Ausgrid Customer Portal first time, we will send an authentication security code to your e-mail. You will need this code to complete registration and lodge your complaint. Didn't get your authentication code?  Call us on 13 13 65.

Phone complaints

If you raised a complaint by phoning our Contact Centre, you will be provided with a unique reference number for your complaint. You can later Register for the Customer Portal and track progress of your complaint online.

Postal complaints

If you post your complaint to Ausgrid, we will be in contact with you within 2 days of receiving your complaint to acknowledge that we have received the letter, provide you with a unique reference number and an update on next steps to progress and resolve your concerns.

You can later Register for the Ausgrid Customer Portal and track progress of your complaint online.

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 Customer Advocacy Team

If you are not satisfied with the outcome or how we have handled your complaint or claim, you can request an internal review from our Customer Advocacy Team. 

You can request this from the investigating officer or by phoning our Contact Centre on 13 13 65. 

Escalation 2: Independent review from our Customer Advocate

If you remain unsatisfied with the review from our Customer Advocacy team, you may request a review of the decision to finalise the investigation. 

An internal review by the Customer Advocate may be undertaken only when the investigation was finalised based on Ausgrid reaching its final position. 

Criteria for a review by the Customer Advocate: 

• You are of the view that Ausgrid was biased or not impartial when investigating your complaint; and/or
• You believe Ausgrid made an error, overlooked key facts, or relied on incorrect information; and/or
• Ausgrid has not adhered with its case handling policies during the investigation.

You can request this escalation from the Customer Advocacy Officer.  

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. By Post: Reply Paid 86550, Sydney South, NSW 1234 or via their website at www.ewon.com.au.

Need more information about Ausgrid's complaints process? Check the Complaints FAQs.

If you wish to discuss your complaint with us over the phone, we offer language interpreter assistance service to cater for customers from diverse cultural and linguistic backgrounds and the use of a TTY (teletypewriter) service for hearing impaired customers.

• Telephone Interpreter Services: 13 14 50
• TTY enquiries: 1800 000 567
  
   

The collection and handling of your personal information during the complaints process will be done so in accordance with the Privacy Act 1988. Please refer to our Privacy Policy.