Tips for making a complaint to EWON

• When should I contact EWON?
• How do I contact EWON?
• What information should I give EWON?
• How do I discuss the progress of my case?
• What if I am not satisfied?

When should I contact EWON?

Generally the EWON would expect you to have tried to sort out the problem first with your supplier. EWON will deal with complaints if you cannot contact your supplier because of language difficulties, disability or other access issues.

For advice on how to deal with your electricity, gas or water company, see tips for dealing with your supplier. For your supplier's contact details or website, see information about your supplier.

How do I contact EWON?

We can resolve most electricity, gas and water complaints over the telephone (freecall 1800 246 545). More than 90% of customers choose to contact EWON this way.

If your complaint is complicated, or if you would prefer, please feel free to write. Your complaint will be acknowledged in writing upon receipt. Alternatively, you can lodge a complaint online.

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.

How do I discuss the progress of my case?

You can contact an Investigations Officer to discuss the progress of your complaint by calling 1800 246 545 during business hours.

If your complaint takes longer than two weeks to resolve, an Investigations Officer may be allocated to manage your complaint and provide advice to you on its progress.

What if I am not satisfied?

If you are not satisfied with the progress of your case, you may have your matter dealt with by someone more senior.

You may also have the result of an investigation reviewed by a senior EWON officer.

Please put your request for review in writing and forward it directly to the Energy & Water Ombudsman. You will need to specify the reason you are disputing EWON's conclusion or provide additional information if we are to review or investigate your complaint further.