How we’ll handle your complaint

1. You tell us
Provide us with details of your complaint.



2. We review
Provide us with details of your complaint.



3. We investigate
We investigate with the relevant teams.



4. We update you
We keep you informed about the process.



5. We resolve
We work with you to reach a fair outcome.

After the process: If you are not satisfied with our investigation or the resolution offered, you can have your complaint reviewed by a senior staff member or manager.

Alternatively, you can refer your complaint to the Energy and Water Ombudsman Victoria,  (EWOV) who are a free, independent industry dispute resolution body on 1800 500 509 or by mail to GPO Box 469D, Melbourne 3001. 

Send us a complaint online

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