Got a high electricity or gas bill

Are you struggling to pay a high bill? Or just got one that doesn’t look quite right?

Don’t ignore it, your debt will just keep growing. Talk to your energy provider. There are many reasons why a bill might be high – they can help you to figure it out.

If you’re struggling to pay your bills, also let them know. All providers offer affordability (or hardship) programs, and they have to offer you help if you need it. Extra support is also available if you’ve been impacted by a COVID-19 lockdown.

If they’re not able to help you or you’re not happy with their response, let us know.

We've got your back

We’re an independent industry Ombudsman – it’s our job to resolve complaints between energy companies and customers.

All energy (and some water providers) are required to be our members. Since we started in 1998 we’ve resolved hundreds of thousands of complaints. We’ll investigate your complaint and find a resolution that’s fair and reasonable for both parties. 

Our services are free, so contact us today.

How do we work?

1. You have a problem with your electricity, gas or water company.
2. Let them know. Trust us, things won’t improve if you don’t.
3. If you’re happy with their response – that’s great! Now you can get on with your life.
4. Not happy with their response?
5. Then talk to us.
6. We’ll investigate your complaint and find a fair and reasonable outcome.

How can I reduce my bills?

We have plenty of information to help you reduce your bills. Check out our energy saving tips, learn more about getting help paying bills and find out if you’re on the best energy plan.

What are my customer rights?

You have rights as a consumer. It can help to know them when you complain to your provider. Learn more about your rights.

Still here?

If you’ve read this far, then you’re clearly quite interested in energy and water. That’s OK so are we. Learn more in complaint issues. Or if you really want to go deep, our publications are a great place to start.