Feedback and Enquiries

We value the opinions of our customers and the community so please let us know how you think we are performing. You can use our online form or call us on 1300 720 711 or send us an email at

Please submit any enquiries or feedback using the form below.


    If you have a complaint, please let us know by calling 1300 720 711 or you can write to us at or 2 Boys Home Road, Newhaven, 3925.

    If you request a response in writing, we will take no longer than 10 business days. Our response will confirm details of the complaint, our proposed actions, timelines and reasons for the decision made including any details of the legislative or policy basis for the decision (as appropriate). In the case of a complex enquiry or complaint, the initial response will include the proposed date for responding to the substance of the query.

    You may have our decision reviewed if you are not happy with the way your complaint was handled. If we need to review our decision it will be handled by a senior manager. We will also provide you with information about the Energy and Water Ombudsman Victoria (EWOV) scheme and their contact details or any other appropriate external dispute resolution forum.

    If your complaint involves money you owe, we will not seek payment of that amount until the dispute has been resolved.

    Please note that we are keen to resolve complaints directly with you. It gives us the opportunity to review our practices or policies, improve our performance or explain things more clearly.

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    Independent dispute resolution

    If you are not satisfied with our response and we have not resolved your complaint, you can register your complaint with the Energy and Water Ombudsman Victoria (EWOV) who provide independent dispute resolution.  EWOV are impartial and may investigate and seek an agreement that is fair and reasonable.

    EWOV can be contacted on by phone, email or by fax or in writing.

    Free call | 1800 500 509
    Email |
    Fax | 1800 500 549

    Write to |
    Reply Paid 469
    Melbourne VIC 8060
    (EWOV accept letters in Braille)