complaint process

We welcome your feedback

If you should ever find the service we provide to be less than satisfactory, a customer complaint about our service can be lodged by contacting us on 1300 131 689 or fill in a Feedback form and we will do our best to resolve the problem to your satisfaction. We look on each customer complaint as an improvement opportunity.

Complaint Process

At UE our complaints procedure is in accordance with AS10002-2006. Please follow the process below to lodge a complaint:

  1. Your complaint can be lodged electronically (click here to Lodge a Complaint) or by contacting a Service Desk Representative directly on 1300 131 689.
  2. The complaint will be forwarded to the UE customer relations team for acknowledgement, investigation and resolution. In most cases the complaint is resolved at this point.
  3. If the complaint is not resolved to your satisfaction, an internal dispute resolution process will be enacted. Your complaint is then referred to a Senior Customer Relations Consultant for further investigation.
  4. If the complaint is still not resolved to your satisfaction, you may contact the Energy Water Ombudsman Victoria (EWOV). The Ombudsman receives, investigates and assists in the resolution of a range of enquiries and complaints customers may have with electricity and gas companies. EWOV is an independent service, free of charge to you.

The Executive Management team take a keen interest in our customers' concerns and see regular reports of issues raised by our customers.

All complaints are analysed to determine trends and to improve the services we provide to our customers.