Useful Links

This section provides guidance on where to go for more information on energy bills, consumer protection, and whom to contact if you have a complaint.

Energy bills

If you have an issue about energy billing or supply, or a complaint about your retailer or distributor, you must first try to resolve the issue with your service provider directly. (Your last invoice should provide you with the name and contact details).

For contact details of energy retailers click here.

If you have approached your retailer and believe that your issue has not been satisfactorily resolved, you may wish to contact your Energy Ombudsman and register a formal complaint.

If you are not sure what option you should take, or have other concerns or questions, please contact your Energy Ombudsman to discuss.

State Regulators

The Australian Energy Regulator is the regulator of the wholesale electricity and gas markets in Australia. It forms part of the Australian Competition and Consumer Commission and enforces the rules established by the AEMC. The AER is responsible for regulation of the retail electricity and gas market in those jurisdictions which have adopted the National Energy Retail Law.

For more information click here http://www.aer.gov.au

The Essential Services Commission is the independent regulator of the retail energy industry in Victoria. Its role is to oversee compliance and performance reporting by energy businesses, and issue energy distribution and retail licences.

For more information click here http://www.esc.vic.gov.au/energy

The Office of the Tasmanian Economic Regulator is the independent regulator for Tasmania

For more information click here http://www.energyregulator.tas.gov.au/

The Queensland Competition Authority is the independent economic regulator for Queensland

For more information click here http://www.qca.org.au/

The Independent Pricing and Regulatory Tribunal is the independent regulator that determines the maximum prices that can be charged for certain retail energy, water and transport services in New South Wales.

For more information click here http://www.ipart.nsw.gov.au/Home

The Independent Competition and Regulatory Commission is the independent competition and utilities regulator for the Australian Capital Territory.

For more information click here http://www.icrc.act.gov.au/

The Utilities Commission is the independent economic regulator for the Northern Territory

For more information click here http://www.utilicom.nt.gov.au/Pages/default.aspx

The Essential Services Commission of South Australia is the state’s independent economic regulator of essential services including electricity and gas.

For more information click here http://www.escosa.sa.gov.au/

The Economic Regulation Authority is the independent economic regulator for Western Australia, regulating monopoly aspects of the gas, electricity and rail industries and licensing providers of gas, electricity and water services. In addition, the ERA has a range of responsibilities in the retailing of gas and surveillance of the wholesale electricity market in Western Australia.

For more information click here http://www.erawa.com.au/

Ombudsmen

Energy Ombudsmen receive, investigate and facilitate the resolution of customer complaints about electricity or gas companies operating in their jurisdiction.

The services they provide consumers are free.

Queensland

Energy & Water Ombudsman Queensland
1800 662 837
www.ewoq.com.au

New South Wales

Energy & Water Ombudsman NSW
1800 246 545
www.ewon.com.au

ACT

ACT Civil and Administrative Tribunal
02 6207 1740
www.acat.act.gov.au

Victoria

Energy & Water Ombudsman Victoria
1800 500 509
www.ewov.com.au

South Australia

Energy & Water Ombudsman SA
1800 665 565
www.ewosa.com.au

Tasmania

Energy Ombudsman Tasmania
1800 001 170
www.energyombudsman.tas.gov.au