Utilities Disputes offers a service to resolve complaints that have not been resolved by providers. When you contact us, we will ask if you have made the complaint to the provider.
All providers must have a free internal complaints process that complies with the standards set in the Scheme rules.
Our goal is for parties to resolve complaints themselves, before they reach the end of our complaints process.
If the complaint is not resolved, either party can ask the Commissioner to make a recommendation. If a complainant does not accept the Commissioner’s recommendation, they can:
If the provider does not accept the recommendation, the Commissioner may make a determination. Determinations are binding on providers.