Western Australia’s 1.4 million small use and residential electricity and gas customers now have access to a free, independent complaint resolution mechanism, the Energy Ombudsman. Building on the success of the Gas Industry Ombudsman arrangements introduced in June 2004, the Energy Ombudsman is an integral component of the range of new electricity customer protections which have been introduced since January 2005.
The Energy Ombudsman creates a single complaint handling scheme for the electricity and gas sectors , providing residential and small business customers with an alternative and impartial avenue for handling disputes with their respective electricity or gas companies. The role of the new Energy Ombudsman is to investigate and facilitate customer complaints, upholding the principles of independence, natural justice, access, equity, effectiveness, and community awareness.
Residential and small business customers with an annual electricity or gas bill of less than 160 megawatts (equivalent to an annual electricity bill of less than $28,000) or 1 terajoule of gas (equivalent to annual gas bill of less than $12,000), may bring a complaint or a dispute before the Energy Ombudsman. Initial complaints must first be directed to the gas or electricity supplier for a response before contacting the Energy Ombudsman.
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Complaints concerning the provision or supply of electricity/gas services;
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Billing collection disputes;
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The administration of credit and payment services for a particular customer;
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Disconnection, restriction and refundable advance complaints;
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Complaints from owners or occupiers of land or other property about the way in which a electricity/gas company has exercised its statutory powers in relation to that land or other property or in relation to neighboring land or other property;
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The recovery of debts owed or allegedly owed by customers whether by Members, their agents or factors;
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Compensation Payments for breaches of Customer service standards; and
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Complaints regarding the marketing of electricity/gas for sale.
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The setting of prices, tariffs or price structures;
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Commercial activities which are outside the electricity/gas company’s license to supply;
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The content of Government policies;
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Complaints which are specifically under consideration by any court or tribunal, or which have been considered by such bodies previously;
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Any matter specifically exempted by legislation;
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Events beyond the reasonable control of an electricity/gas company and the consequences of those events, bearing in mind current law and reasonable and relevant industry practice; and
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Actions taken by an electricity/gas company to comply with a direction, notice or other like instrument received by the company and the consequences of those actions.
Freecall - 1800 754 004
Freefax - 1800 611 279
Website - www.ombudsman.wa.gov.au/energy
