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EnergyCo
EnergyCo

Complaints and feedback

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.

  • Report serious wrongdoing (such as fraud and corruption)
  • Privacy complaints
  • Request access to information, including seeking a review of an information access decision
  • Grievances (workplace issues experienced by a staff member)
    • Please contact a people partner or discuss your concerns with a member of EnergyCo’s senior executive team

Complaints handling policy

We are 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.

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. 

We value your feedback. If you’re unsatisfied with any aspect of our work, please let us know.
 

Read our complaints policy

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: [email protected]

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.




Make a complaint









How do we contact you?












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.





Submit
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. 


Energy & Water Ombudsman NSW

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:

  • NSW Freecall: 1800 246 545
  • Freefax: 1800 812 291
  • Website: www.ewon.com.au 
  • Post: Reply Paid 86550, Sydney South NSW 1234