Tips for making a complaint
First step: contact your supplier
- Discuss your problem with the call centre first:
- Find out who takes your call and write down their name and position.
- Tell them about your problem, ask if they can help and what they intend to do.
- Keep notes of your conversation as well as the time and date of the call.
- If after your discussion the matter is not resolved, then ask to speak to someone senior.
- If you are unable to speak to a senior person at the company, contact EWON for help.
- 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.
What should you say?
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.
Other tips
- 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.
- 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.
What if I am unsuccessful?
If your problem is not resolved, or is not dealt with in a reasonable time, you can contact EWON.
When should I contact EWON?
Generally the Energy and Water Ombudsman NSW (EWON) would expect you to have tried to sort out the problem first with your supplier. If you are not able to resolve the problem, or you are not satisfied with the company's response, contact EWON.
What information should I give EWON?
You will be asked to provide your contact details, the name of your supplier, and an outline of your complaint.
Try to describe the main events leading to your complaint in a logical order and as briefly as possible. It may be helpful to write these down before submitting your complaint.
Keep letters, bills or notes relevant to the complaint in one file. We will let you know if we require any information or documentation.
Leave EWON a phone number that we can contact you on during the day. This makes it easier for us to call you to discuss your complaint.
EWON may discuss the information you give us with your supplier. Please let us know if you would like to have anything you tell us treated confidentially.
