We're committed to working with communities, landowners and other stakeholders to inform the development of NSW renewable energy zones, priority transmission projects and other energy infrastructure.

We value your feedback. If you’re unsatisfied with any aspect of our work, please tell us by completing our complaints and feedback form below.

There are special, separate processes for handling your enquiries about the items below.

We encourage you to report any suspected serious wrongdoing, including fraud, corruption and other unethical conduct. For more information, please use the link below.

Make a confidential report

If you have concerns or issues related to your privacy and the nsw.gov.au website, visit our privacy page.


 

To request access to information, or to seek a review of an information access decision, please visit our information access page.

If you have experienced a workplace issue as a staff member, please contact a people partner or speak with a member of EnergyCo’s senior executive team about your concerns.

The Energy & Water Ombudsman NSW (EWON) is a free, independent, dispute resolution body that investigates and resolves complaints about electricity, gas and some water providers. You may contact EWON at any time for independent advice and assistance.

EWON’s contact details are:

Making a complaint to EnergyCo

You can make a complaint if you're dissatisfied with an EnergyCo service, activity, decision, project or interaction with us or someone acting on our behalf.

You can make a complaint using our complaints and feedback form below. When making a complaint, please provide as much information as you can, including:

  • a description of your concern and what happened
  • the EnergyCo project, activity, team or person your complaint relates to
  • relevant dates, locations or reference numbers
  • any supporting information or documents
  • what you would like to happen to resolve your complaint.

If your complaint relates to another organisation, we may direct you to the appropriate organisation to consider your concerns. 

If you need assistance or adjustments to make a complaint, please let us know. You may also ask a support person or representative to assist you with your complaint.

What happens after I make a complaint?

We will assess the issues you have raised and acknowledge your complaint within 3 working days of receiving it.

Depending on the nature of your complaint, we may contact you for further information or to discuss your concerns and possible ways of resolving the matter.
We aim to resolve complaints as quickly as possible. Complaints that can be resolved quickly will generally be resolved within 3 working days. More complex matters may require further review or investigation and take longer to resolve.

Where a complaint requires more detailed investigation, our Complaints Procedure provides for resolution within 45 calendar days. If additional time is required, we will keep you informed of progress, explain the reason for the delay and provide an expected timeframe for finalising your complaint.

Complaints handling policy

Our External Complaints Policy underpins our commitment to acknowledge, investigate and respond to customer complaints and feedback, and to be open to opportunities to improve our systems and service.

We are guided by 5 key principles that support our complaints handling processes: 

  • we enable complaints and make it easy for you to register a complaint or feedback 
  • we respond to complaints quickly and keep you informed 
  • we resolve complaints quickly and flexibly 
  • we are objective and fair, and no customer is disadvantaged by lodging a complaint 
  • we ensure confidentiality where this is practical and appropriate. 

Read our complaints policy

Read our complaints procedure

Understanding the complaints process

What can I make a complaint about?

You can make a complaint about an EnergyCo service, activity, decision, project or interaction with us or someone acting on our behalf.

If your complaint relates to another organisation, we may direct you to the appropriate organisation to consider your concerns.

Can I make an anonymous complaint?

You may make a complaint without providing your name. However, if you choose to remain anonymous, it may limit our ability to investigate your concerns, seek further information or advise you of the outcome. Please provide as much information as possible so we can consider the issues raised.

Can someone help me make a complaint?

If you need assistance or adjustments to make a complaint, please let us know. You may also have a support person or representative assist you. If someone is acting on your behalf, we may need to confirm that you have authorised them to do so.

When can I expect a response to my complaint?

We will acknowledge your complaint within 3 working days of receiving it and aim to resolve it as quickly as possible. Complaints that can be resolved quickly will generally be resolved within 3 working days.

More complex complaints may require further review or investigation. In these circumstances, our Complaints Procedure provides for resolution within 45 calendar days. If additional time is required, we will keep you informed of progress and the expected timeframe for finalising your complaint. These timeframes are set out in EnergyCo’s External Complaints Procedure and support the commitments in our External Complaints Policy.

What can I expect to achieve from making a complaint?

The outcome will depend on the circumstances of your complaint.

Possible outcomes may include providing further information or an explanation; correcting an error; taking action to address an identified issue; reviewing a decision or process; changing a practice or procedure; providing an apology, where appropriate; or advising you that no further action is required.

Not every complaint will result in the outcome requested. We will explain the outcome of your complaint and the reasons for our decision.

What are my rights when I make a complaint?

You have the right to be treated with courtesy and respect; have your complaint considered fairly and objectively; receive information about how your complaint will be managed; be kept informed if your complaint requires additional time; have your personal information handled appropriately; and seek further review if you're dissatisfied with the handling or outcome of your complaint.

You will not be disadvantaged for making a complaint.

What if I am dissatisfied with the handling of my complaint?

If you're dissatisfied with how your complaint has been handled or with the outcome, you can ask EnergyCo to review the matter in accordance with its complaints process.

Depending on the nature of your complaint, you may also be able to seek independent advice or assistance from an external body.

For matters within its jurisdiction, information about the Energy & Water Ombudsman NSW (EWON) is provided below on this page. Other matters may be able to be raised with the NSW Ombudsman.

How will you protect the privacy and confidentiality of my complaint?

We will handle personal information provided as part of a complaint in accordance with applicable privacy requirements.

Information may need to be shared with relevant EnergyCo staff, delivery partners or other parties where necessary to assess or resolve your complaint, where you have provided consent, or where the law requires or allows us to do so.

For more information, see the privacy information included with the Complaints and feedback form and EnergyCo's privacy information.

Where can I get further information?

For more information about how EnergyCo manages complaints, see our External Complaints Policy and Complaints Procedure. You can also refer to the EWON information on this page and NSW Ombudsman guidance where relevant.

Dealing with unreasonable complainant conduct

Unreasonable complainant conduct is behaviour by a current or former complainant that, because of its nature or frequency, raises substantial health, safety, resource or equity issues for the people involved in a complaint.

Even where a person's conduct is considered unreasonable, we will consider the issues raised in their complaint on their merits.

  • There is no one-size-fits-all approach to managing unreasonable complainant conduct. Where necessary, we may take reasonable steps such as:
    nominating a single point of contact
  • restricting the subject matter or frequency of communications
  • requiring communication to be in writing
  • placing other reasonable limits on communication or access.

Any arrangements put in place to manage unreasonable complainant conduct will be considered carefully and appropriately documented. Where appropriate, the complainant will be informed of any communication arrangements or restrictions that apply and how they affect future contact with EnergyCo.

For more information, refer to the NSW Ombudsman's Managing unreasonable conduct by complainants – Model Policy and Procedure.

Complaints and feedback form

About this form: How we handle your data

EnergyCo (we, us) is collecting your personal information (your information) through this form. 

Why are we collecting your information?

We are collecting your information to address your feedback and/or resolve your enquiry.

How will we share your information?

We may share your information with our key partners, which include the NSW Department of Climate Change, Energy, the Environment and Water, the Energy & Water Ombudsman of NSW and our network operators. We will not share it with anyone else unless you give your consent, or the law requires or allows us to do so.   

Are you required by law to give us your information?

You are not required by law to give us your information, but if you choose not to, we may not be able to respond to your enquiry.

Your right to access and correct your information

To access or correct your information, please contact:

Governance, Risk & Compliance 

GPO Box 5469, Sydney NSW 2001
Phone: 1800 118 894
Email: complaintsandfeedback@energyco.nsw.gov.au

Further information

This form is hosted on the nsw.gov.au website managed by the Department of Customer Service.  For more details on how your information is handled on the nsw.gov.au website, please refer to the Privacy statement | NSW Government.

How can we help you?

Ask a question or request information

Use this form to ask general information about EnergyCo and our work.
If you require access to sensitive or private information, we may ask you to make an application under the Government Information (Public Access) Act 2009 (GIPA Act) by visiting our Information Access page.


Provide us with your feedback

Use this form to send us feedback about your interactions with EnergyCo.




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Demographics (optional)

We would appreciate you answering a few short questions to help us understand the demographics of our customers. This will not affect how we respond to your question, feedback or complaint. All answers are voluntary and optional.





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Clicking 'Submit' below will send your submission to us.
By clicking "Submit" below, you understand and consent to EnergyCo sharing the information you have provided in this form with key partners for the purpose of addressing feedback and/or resolving complaints. These partners include the NSW Department of Climate Change, Energy, the Environment and Water and Energy & Water Ombudsman of NSW. You confirm that the information you have provided is directly relevant to the matters you raise, and if you provide any personal information of another person, you have obtained that person's authorisation to do so and to submit this form.