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 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.
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.
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.
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.
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.
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.