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Coronavirus COVID-19 - a new approach to our work

To ensure the safety of our staff, we began working from home from Wednesday 25 March 2020. We are committed to continuing our phone and web complaints referral and resolution service, however please be aware that you may experience longer than usual delays.

Making a complaint 

If you would like advice or have a complaint about an energy or water provider that you have not been able to resolve with your energy/water provider, please use our online complaint form or call us on 1800 246 545 Monday to Friday 9am to 5pm.

Our events

We are not currently holding any in-person outreach events. However our Energy Bill Support Days in Blacktown and Woy Woy are continuing via phone appointments. We are also running other virtual events. Keep an eye on our events page for upcoming sessions.

We can also provide online information sessions and training on request. Get in touch with our Outreach Team to find out more.

Affordability assistance

Energy and Water companies have shared with us their approach to assisting their customers who have experienced affordability challenges as a result of the summer bushfires. We understand they are now extending assistance to customers impacted by the Coronavirus. Read more about available support and contact your energy or water provider for more information. Be aware that they may also be experiencing delays.

We’ll continue to review how we deliver our services taking into account evolving advice from the NSW Government Health Department and Federal Government.  

To learn more about Coronavirus and available support visit the NSW Government COVID-19 website.