WHAT TO DO IF YOU HAVE A COMPLAINT

1Know the complaint
  • Take your time
  • Clarify the issues
  • Consider a resolution
 
2Read our website and FAQs  
3Try to resolve  
4Seek Further Assistance  

Submit a complaint

  

 

 

Please read and complete the following steps before accessing the complaint form below.

 

STEP 1: KNOW THE COMPLAINT

Take your time

Read all relevant documents and try to understand the issues and how they have occurred.

Clarify the issues

Make notes before you take any action.

Consider a resolution

What do you need to resolve the dispute?

 

STEP 2: READ OUR WEBSITE AND FAQs

Read about the topic

Our website has information on many of the topics raised by customers.

Know your rights

Make sure you understand your rights before you raise a complaint.

Read case studies

The  case studies on our website may help you understand how similar issues have been resolved.

 

STEP 3: TRY TO RESOLVE

Contact the provider

With all of the information in front of you, contact the retailer or distributor and advise them of your complaint.

Keep notes

Keep notes of when you call, who you speak with and what is discussed.

Ask for an expected resolution date

Ask the retailer or distributor to state their expected resolution date and how often they will contact you with updates.

 

STEP 4: SEEK FURTHER ASSISTANCE

Find out who can help

When a complaint falls outside of our jurisdiction, there may be another organisation that can help resolve it.

Gather information

If you have been unable to resolve your dispute directly with your retailer or distributor, gather together your notes on the issue, what you are seeking and details of attempts to resolve the complaint so far.

Submit a complaint

Via our online complaint form or by phone. Allow 15 minutes to outline your dispute.

If you wish to have someone else act on your behalf to resolve the dispute, please complete and submit an Authority to act form.

 

 

 

 

Do not use the online complaint form if you are without electricity or gas, or your water supply is restricted. Call us on 1800 665 565.

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