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.