Energy and Water Ombudsman SA
The Energy and Water Ombudsman SA (the EWOSA) can investigate and resolve domestic and business consumer complaints against energy and water suppliers that are members of the EWOSA scheme. Members of the EWOSA scheme are licensed under either the Electricity Act 1996 (SA), the Gas Act 1997 (SA) or the Water Industry Act 2012 (SA).
For a list of current members check the EWOSA website.
Before making a complaint to the Ombudsman, you must first attempt to resolve your complaint with your suppplier. You should keep a record of all of your communications with the supplier, including the name of the person you communicated with, the date and time and receipt number, if any. If you are still unsatisfied with the outcome, you may then make a complaint.
The following are examples of the sorts of complaints the EWOSA may be able to assit with:
- customer service
Complaints may be made by telephone, fax, post or email or by using the online complaint form.
The EWOSA cannot assist with complaints about government policies, codes or legislation, energy or water pricing policies or tariff structures, consumer contributions to the cost of capital works, on-selling to tenants, supply interruptions caused by emergencies or complaints already before a court, tribunal or arbitrator.
See the EWOSA website's frequently asked questions for more information.
Essential Services Commission of South Australia
The Essential Services Commission of South Australia was established by the Essential Services Commission Act 2002 (SA).The Commission is responsible for licensing and compliance of suppliers, performance monitoring and consumer protection under the relevant industry legislation (see above). It can create industry codes and guidelines and conduct reviews and inquires. It may be possible to bring matters the Ombudsman cannot assist with to the attention of the Commission.
Certain decisions of the Essential Services Commission of South Australia (such as those relating to relating to electricity, gas or water supply) can also be reviewed by the South Australian Civil and Administrative Appeals Tribunal (SACAT).