Enquiries & complaints

Complaints about energy providers

We provide a free, fair, and independent dispute-resolution service for electricity and natural gas consumers who have been unable to resolve a complaint with their Tasmanian energy retailer or distributor.

You can complain to us about a wide range of issues including:

  • Connections and transfers
  • Delayed or back bills (sometimes called a ‘catch-up’ bill)
  • Billing errors
  • Payment difficulties and financial hardship
  • Disconnection or restriction
  • Metering issues
  • Electricity and gas Infrastructure
  • Planned or unplanned outages
  • Supply issues.

Issues we can't help with:

  • Private contractors (electricians & gas fitters) or Solar installers/providers
  • Energy pricing (including tariff structures)
  • Complaints about LPG (bottled gas).

We can only deal with Tasmanian energy providers.

For complaints regarding energy providers outside Tasmania, please contact the Energy Ombudsman in your State.

If we can't handle your complaint, we will usually refer you to someone else who can. See our other organisations page for more information.

Complaint procedure

In the first instance, you should contact your provider to raise a formal complaint via a senior member of staff, or the complaints department.

When to contact us

If the issue remains unresolved after a complaint to your provider, or if you are dissatisfied with the response, you can then lodge a complaint with us.

What information do I need?

  • Your contact details
  • The name of the company involved in the complaint
  • The address where the electricity or gas is supplied
  • The details of the complaint and how you have tried to resolve the issue
  • Copies of relevant letters, bills, or notes.

How to make your complaint

You can submit your complaint using our online complaint form, by calling us, or in person at our office.

We request that you put your complaint in writing before we make any enquiries. However, if you have been disconnected or are at imminent risk of disconnection, please call us.

Make your complaint via our online form

If you would like a hard copy of the complaint form to fill in, you can call us on 1800 001 170 and request one be posted to you. You can also download the complaint form (PDF, 71.5 KB).

Forms can be hand delivered, posted or emailed to us.

What happens next?

If your complaint is within our jurisdiction, we will begin a preliminary enquiry process where we assess the information provided by you and the provider involved. Where necessary, we may also seek independent expert advice.

When assessing a complaint, we take into account what is fair and reasonable with regards to the law, relevant regulations, rules, standards and good industry practice.

Most complaints are resolved during the preliminary enquiry stage. We will contact you with our assessment and you will have the opportunity to ask questions or provide further information if necessary. Some possible outcomes include a detailed explanation, compensation, financial correction, change in process/procedure or a formal apology.

In some cases, we may need to formally investigate a complaint to make a binding determination. If this happens, we will let you know.

Complaints about us

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 remain dissatisfied 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.