Energy and Water Ombudsman Western Australia

The Energy and Water Ombudsman Western Australia’s role is to:

• Investigate complaints concerning the provision of services by electricity, gas and water services providers;

• Identify serious, systemic and emerging issues, and report these issues to the Economic Regulation Authority (ERA) and other relevant forums; and

• Undertake outreach, education and liaison to ensure awareness and accessibility to the Energy and Water Ombudsman Western Australia Scheme.

How to make a complaint

Contact the electricity, gas or water services provider first

Before you submit a complaint to the Energy and Water Ombudsman Western Australia, it is a good idea to try to solve the problem by contacting the electricity, gas or water services provider concerned. Services providers have internal complaint resolution procedures that should be able to resolve the complaint to your satisfaction. Keep records of your contacts with the provider.

Complaining to the Energy and Water Ombudsman

If you have not been able to fix attempt your problem with the electricity, gas or water services provider, you can complain to the Energy and Water Ombudsman Western Australia.

If there are special reasons why you do not wish to approach the electricity/gas provider or water services provider first, you may complain directly to the Energy and Water Ombudsman Western Australia who will consider whether to commence an investigation or refer you back to the electricity, gas or water services provider’s internal complaints system.

You can submit a complaint to the Energy and Water Ombudsman Western Australia in a variety of ways:

• by telephone to 1800 754 004;
• by email to [email protected];
• by using the Online Complaint Form on this site;
• by letter to Energy & Water Ombudsman PO Box Z5386 Perth WA 6831; or
• in person by visiting the Energy and Water Ombudsman Western Australia's Office at Level 2, Albert Facey House, 469 Wellington Street, Perth.

You can also print out and complete our Complaint Form and mail or email it to us.

An authorised representative may complain on behalf of a complainant. Please see the Representatives page.