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Step 1: Investigation
When you contact us, we will determine if you have given your energy supplier a reasonable opportunity to resolve your complaint and if we can assist with your type of complaint. You will then be assigned an investigation officer who will manage your case and keep you informed of its progress.
To assist in investigations, we may request information from your energy supplier such as:
We may also request further action from your energy supplier such as a meter test.
Step 2: Negotiation
If applicable, we will try to negotiate a suitable outcome to your complaint which could be:
Step 3: Informal mediation
We may hold an informal mediation session between you and your energy supplier to resolve your complaint. During informal mediation all parties are given equal opportunity to discuss the issue/s and work through options to reach a mutually acceptable outcome.
Most complaints lodged with us are resolved through negotiation or informal mediation.
Step 4: Determination
If a matter cannot be resolved via negotiation or informal mediation, the Energy Ombudsman may decide to make a determination (binding decision) against the energy supplier to resolve your case.
The Energy Ombudsman can order energy suppliers to:
Timeframe
EOQ aims to resolve most disputes within the following timeframes.
If your complaint is not resolved within these timeframes, your dedicated investigation officer will keep you up to date with the progress of your case, which we will continue to investigate for as long as there are grounds to support further investigation, or until the matter is resolved.
