If you're not happy with the service you receive from us, please let us know.
If your complaint is about the outcome of a case, you can ask for an internal review.
If your complaint is about the service we provided while handling your case, please make an internal complaint.
If you’re still not satisfied with any aspect of the service we have provided, or you wish to complain about how we handled your matter, you can make an external complaint to the Joint Standing Committee on Integrity.
Internal review
Ask for an internal review
You can ask for an internal review if:
- we have made a final decision on your case
- you believe we have made an error when dealing with your case
- you have tried to resolve your concerns with your case officer.
You should make your request for internal review no later than 60 days after your case has been closed.
How do I ask for an internal review?
To ask for an internal review, you will need to contact us.
You will need to clearly explain why you think the decision made in your case is wrong. If possible, you should provide evidence for this. If you do not explain, we may not accept your request for review.
You can make a request by email, mail or telephone, although we prefer if you make the request in writing.
- Email: energy.ombudsman@ombudsman.tas.gov.au
- Mail: GPO Box 960, Hobart TAS 7001
- Phone: 6166 4566 or 1800 001 170
What is involved?
An officer who is the same level or more senior than your case officer will conduct the review. The person will not be the original decision-maker and will review the whole file. They will consider whether or not the case officer’s decisions and actions were reasonable and appropriate. They will also consider whether there was anything that could have been done better when handling your case.
Possible outcomes of internal review are:
- your case should be reconsidered
- the original decision was correct and nothing further will happen
- we should make improvements to how we handle cases in future.
We will contact you to tell you the outcome. Unless there are unusual or compelling reasons, there will only be one opportunity for internal review with no further reviews available. The decision of the review is final.
How long does an internal review take?
We try to finish internal reviews as quickly as we can. Generally, we try to complete them within 60 days. If a matter is very complex, it may take longer. We will let you know if this is the case.
Internal complaint
Complaints about our service
If you are not happy with the service we provided, first tell the staff member involved. It is helpful if you can tell them:
- the actions or behaviour that made you unhappy
- what you would like to happen.
The staff member may:
- apologise
- provide an explanation
- raise the matter with someone more senior who may then contact you.
You can ask that your complaint be dealt with by the staff member’s supervisor if you do not wish them to continue dealing with it.
External complaint
If you’re still not satisfied with any aspect of the service we have provided, or you wish to complain about how we handled your matter, you can make a complaint to the Joint Standing Committee on Integrity. The Committee is made up of members of both houses of Parliament and can be contacted through the Secretary of the Committee.
- Ms Fiona Murphy
- Phone: (03) 6212 2200
- Fax: (03) 6212 2369
- Email: integrity@parliament.tas.gov.au
Please be aware that the Committee will not re-examine your original complaint. The Committee will only look at the reasons why you are unhappy with the service provided by the Energy Ombudsman and how we performed our functions.