Complain about your utility provider

If you have an issue with your electricity, gas, water, internet or phone provider, you have the right to complain and have the issue resolved.

Make a complaint

Contact the provider directly to make a complaint. Many providers have their complaints process on their website.

When you contact the provider, clearly explain:

  • what the issue is
  • the outcome you want, for example, a refund, service fix or fee reversal
  • any relevant dates, account numbers or evidence.

Help to write your complaint

Use Consumer Protection’s complaint guidance and templates to help you contact the business with your complaint.

Contacting the business with a complaint — Consumer Protection

Know your rights

If you’re unsure what your rights are, use the Consumer Rights Finder tool to get tailored advice based on your situation.

Consumer Rights Finder — Consumer Protection

Escalate the complaint

If the provider does not resolve your complaint, you can contact the dispute resolution scheme to help. These services are free and independent.

If your complaint is about a privacy issue

A privacy breach is when your personal information is accessed, shared or lost — either by accident or on purpose.

Complain about a privacy breach

Get more advice and help

You can get free advice from:

Utility links and page information

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