Who can help? | Energy Ombudsman

Not sure where to start?

Use this simple decision tree to find out whether we can help you.

We will ask a series of 'Yes' or 'No' questions about your situation and based on your answers, we'll guide you to the most relevant information.

If we can't help, we'll refer you to an organisation that may be able to assist.

Are you worried about paying your bill or being disconnected? No Yes

If your bill is overdue or you have received a reminder notice, you should contact your energy provider immediately to discuss your payment options.

Don't ignore the notice.

You can either ask for extra time to pay, a formal payment plan, or to be assessed for the hardship program. By making early contact, your provider has the opportunity to make an arrangement that is suitable to your situation.

For more information, please see our trouble paying your bill page.

Is your enquiry about an energy provider in Tasmania? For example, an electricity or gas retailer? No Yes

Would you like to make a complaint about an energy provider in Tasmania? No Yes

Please contact us so we can help you with your enquiry.

Have you made a complaint directly to the energy provider and received a response? No Yes

Based on your answers, you may be able to make a complaint to us.

Please see our complaints section to find out more about the complaint process, including how to make a complaint and links to our complaint forms.

Before making a complaint to us, please raise your issue with the energy provider concerned and try to resolve it directly with them.

Put your concerns in writing and give the energy provider a chance to respond. If the issue is still not resolved after a complaint to your energy provider or if you are not satisfied with the response, you can then lodge a complaint with us.

Is your enquiry about an energy provider in another state or territory? No Yes

We can only help with complaints about energy providers in Tasmania.

For complaints about energy providers in other states and territories, please see our Energy Ombudsmen in other states and territories page to find the contact details for the Energy Ombudsman in your state or territory.

Is your enquiry about a private contractor, like an electrician or gasfitter, or a solar installer or provider? No Yes

Please contact Consumer Building and Occupational Services for help.

The Energy Ombudsman’s role is to enquire into and investigate complaints about energy providers in Tasmania. We do not investigate complaints about private contractors.

Is your enquiry about a supplier of gas or electrical appliances? No Yes

Please contact Consumer Building and Occupational Services for help.

The Energy Ombudsman’s role is to enquire into and investigate complaints about energy providers in Tasmania. We do not investigate complaints about suppliers of gas or electrical appliances.

Is your enquiry about energy pricing, including tariff structures? No Yes

Please contact the Office of the Tasmanian Economic Regulator for help.

The Energy Ombudsman’s role is to enquire into and investigate complaints about energy providers in Tasmania. We do not investigate complaints about energy pricing.

Is your enquiry about LPG bottled gas? No Yes

Please contact Consumer Building and Occupational Services for help.

The Energy Ombudsman’s role is to enquire into and investigate complaints about energy providers in Tasmania. We do not investigate complaints about LPG bottled gas.

Is your enquiry about the National Electricity Market? No Yes

Please contact the Australian Energy Regulator (AER) for help.

The Energy Ombudsman’s role is to enquire into and investigate complaints about energy providers in Tasmania. We do not investigate questions or concerns about the National Electricity Market.

From your answers to these questions, we couldn’t identify what assistance you need. Please contact us so we can help you.

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Last updated: 8 October 2026