How to make a complaint about your power company
If you’ve got a complaint about your power company, you’re not alone.
We survey thousands of people every year about how happy they are with their power company. In our latest survey, 10% told us they had complained about their power company.
Here’s how to lodge a complaint if you’re not happy with yours.
Step 1: Contact your power company
Start by contacting your power company – you should be able to find out the options for doing this on your power bill and by looking at its website.
You can also find information on how to contact your retailer on the Powerswitch retailer information pages.
Be clear and concise about your issue.
Make sure you keep a record of what happens next, in case you need to escalate your complaint. Take screenshots if you’re using live chat. Make sure you don’t delete emails. And if you’re on the phone, take notes.
Step 2: Complain to Utilities Disputes
Utilities Disputes is a free and independent dispute resolution service.
If you’re not happy with your power company’s response, and they’ve had 20 days to try and resolve the issue with you, you can ask Utilities Disputes to look into your complaint.
Utilities Disputes staff will usually arrange a meeting with you and your power company, either in person or over the phone. They’ll sometimes seek expert advice about technical or legal issues, and will work with you and the power company to find an outcome.
If you and your power company still can’t agree, the Utilities Disputes commissioner will investigate and make a recommendation.
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