Learn Problems & Complaints

To Resolve a Problem

Start with the Retailer

If you have a problem with your electricity, gas or water bill, the first thing to do is to contact your retailer. It’s best to have a clear idea of the problem, and if possible, of what you’d like the retailer to do for you.

Energy and Water Ombudsman of South Australia

If you have asked your retailer to fix an issue for you, and they have not done so, you can take the problem to the Energy and Water Ombudsman of South Australia (EWOSA). All energy and water retailers that operate in South Australia are required to become members of the Ombudsman scheme – they must pay a membership fee, and they must pay if you, as their customer, need to use the scheme to resolve a dispute.

The Ombudsman service is free for the customer to use.

Faults

If there is a fault or problem with water supply or sewerage service, contact SA Water or your local water retailer.

If there is a fault or problem with electricity supply, contact SA Power Networks.

If there is a fault or problem with gas supply, contact Australian Gas Networks. If you smell gas, DO NOT smoke, light matches, or use electrical equipment including phones and torches near the gas leak.