All energy retailers are required to have complaint resolution procedures in place.

A customer with a complaint should:

1. First try to resolve the problem with the customer service staff at your electricity or gas company
2. If you are not satisfied with the response or outcome, ask to speak to someone at a higher level within the company structure.
3. If the problem remains unresolved phone, write or email the Energy Industry Ombudsman
4. Provide the Ombudsman with the relevant details of the problem.

The South Australian Energy Industry Ombudsman can be contacted on:

• Freecall: 1800 665 565
• www.eiosa.com.au

The services provided by the Energy Industry Ombudsman are free to consumers and the EIO can investigate and resolve disputes between customers and electricity and gas companies.

For more information please read the fact sheet on Consumer Protection.