EWON Energy & Water Ombudsman NSW. Free, fair and independent.

Dealing with suppliers

If you have a problem:

• Discuss your problem with the call centre first
• Make a note of the person who takes your call (their name and position) and the date and time you spoke to them
• Explain your problem - ask if they can help and what they intend to do.
• If the matter is not resolved, then ask to speak to someone senior.
• If the matter is complicated and not urgent it may be better to write a letter to the person who is in charge of dealing with your complaint.

Speak to a senior person

When you complain over the phone you are usually speaking to a customer service operator who operates according to set guidelines.

It is often hard to negotiate arrangements that are outside these guidelines, or get information on a specific topic. If this happens you have the right to speak to a senior person within the company. If you are unable to speak to a senior person at the company, contact EWON for help.

Keep records

Keep copies of all letters you receive and send, and any other important documents or notes. You may later need to provide further information so it helps if you can easily find this and have it to back up your claims.

Getting your message across

Whether you are writing to the company, or speaking over the phone, the following principles apply:

1. Explain your problem

Aim to tell your supplier exactly what your problem is as plainly as possible. Try not to go into too much detail unless it is a particularly complicated complaint. If detail is necessary, set it out as follows:

• dates and times of the event
• description of the event
• details of phone conversations, letters and meetings
• any explanations you think are important

2. Ask for action:

• If your matter is urgent, let them know and explain why.
• Suggest the action you think should be taken to resolve the problem.
• If the matter cannot be dealt with immediately, request receipt of your letter or phone call in writing with details of how long they think it will take to address.
• You may also want to ask for details of their complaint resolution process.

3. Tell them what you will do if the problem is not resolved

• Be firm but polite.
• You may want to put the person on notice that if the complaint is not resolved, you will take the matter to EWON or to another relevant authority

4. Be persistent

If nothing happens, phone the company to ask about the progress of your complaint. Make it clear that the problem will not go away if it is not resolved.

If your problem is not resolved or is not dealt with in a reasonable time, contact EWON for help.