When you ask us to look into your complaint we will check:
- Is the complaint at the stage we can look into it?
- Is the complaint about something we can look into?
The energy company has had the chance to resolve the complaint with you
Before we look into your complaint, the provider must have the chance to resolve it with you. Your complaint is at the stage we can begin looking into it when:
- you complained to the provider but the complaint is still not resolved after 20 working days from when you first complained (or 40 working days if the provider extended the time), or
- the provider made it clear it does not intend to do anything about the complaint, or
- you would suffer unreasonable harm from waiting any longer for a response from the provider, or
- it would be otherwise unjust for you to wait any longer.
What we can look into
Your complaint needs to be about:
- electricity, or
- piped gas, or
- LPG in bottles 15kg and over, or
- damage or problems with access to and use of land where there is electricity or gas equipment, or
- water services from a provider belonging to the scheme.
What we can’t look into
We can't look into your complaint if:
- the complaint is about the price a provider sets for goods or services. However we may consider whether the provider has given you appropriate information about prices and whether the provider has applied the price correctly, or
- more than six years have passed from the date you first became aware or should reasonably have become aware of the circumstances causing the complaint (gas and electricity), or
- what you are claiming in resolution of your complaint exceeds $50,000 (unless the provider agrees to extend the limit to $100,000) (gas and electricity), or
- for water complaints - what you are claiming in resolution of your complaint exceeds $15,000, or
- for water complaints more than one year has passed from the date you first became aware or should reasonably have become aware of the circumstances causing the complaint.
There may be other reasons we can’t look into your complaint. If any of these apply, we will let you know.
Note on Broadband disputes
Utilities Disputes cannot look at all disputes about broadband. Depending on the type of dispute you have, we may tell you to talk to the company first, or we might direct you to Telecommunication Dispute Resolution (TDR).