Electricity and gas provider complaints form

If you've been disconnected or received a disconnection warning notice contact Energy and Water Ombudsman (Victoria).

When to use this form

Use this form to ask a question or provide information about:

• a problem you are having with your energy retailer, distributor or embedded network provider
• a retailer, distributor or embedded network provider that may be doing the wrong thing under Victoria’s energy legislation.

Please try to resolve the issue with your energy retailer, distributor or embedded network provider before completing this form.

If we are not the appropriate body to address the issue we will direct you to the right agency or organisation.  

We may use the information you provide to inform our compliance and enforcement work to ensure it is focused on addressing issues causing the most harm to Victorian energy consumers.

We aim to provide an initial response to 80 per cent of correspondence within 10 business days of receiving the correspondence.

What we can and can't act on

We do not typically resolve disputes or take action on behalf of individual consumers. These services are provided by the Energy and Water Ombudsman and Energy Safe Victoria.

The Energy and Water Ombudsman (EWOV) handles disputes about gas, electricity and water providers. If your issue is about disconnection, a billing or payment issue, financial hardship or payment difficulty, or installation, EWOV may be able help resolve the issue.

Energy Safe Victoria provide advice regarding electricity and gas safety matters.

We may contact you

We may contact you for further information if it appears that an energy provider has breached the law.

Complaint form