If you have a complaint about your AES provider, the first step to resolve the problem is to contact the AES provider directly. Each AES provider must have a standard complaints and dispute resolution process.
Contacting your AES provider gives them an opportunity to resolve the problem in the first instance.
The following may help you get a timely resolution:
- Before contacting your AES provider, consider the problem you are having and the best approach to initiate the conversation.
- When you make contact (by phone or writing)
- Provide your name and account number.
- Explain the problem.
- Explain the outcome you want.
- Outline the steps you will take if you and your AES providers cannot resolve the problem.
- Ask for a response within a reasonable timeframe - for example, 2 weeks or 10 business days.
- Make sure you keep copies of any letters, emails or documents that you send. If you are having a verbal conversation about the problem, it is always a good idea to keep notes of your contact with your AES provider.
If, after contacting your AES provider, you have not been able to resolve the problem you can contact the Energy and Water Ombudsman WA (Energy Ombudsman).
The Energy Ombudsman provides a free, independent dispute resolution services for disputes between small use customers and AES providers.
The Energy Ombudsman only deals with electricity supply complaints (such as billing, disconnection or debt recovery). The Energy Ombudsman cannot investigate general consumer complaints, such as the quality of work by tradespeople, hot water systems, solar panels that have been purchased outright, electrical safety or faulty appliances.
For general consumer complaints, contact Customer Protection, Department of Local Government, Industry Regulation and Safety.
For electrical safety concerns, contact Building and Energy, Department of Local Government, Industry Regulation and Safety.