Complaints Policy

If you have a problem, complaint, or even just some feedback, we’d love to hear from you. Please get in touch and we’ll do our best to sort things out as soon as possible.

How to contact us

You can contact us through any of the following:

Give us a call on 1800 686 686 (free call) between 8am and 7pm, Monday to Friday.

Email us at complaints@dcpowerco.com.au.

Write to us at:

Contact Centre Manager

DC Power Co

PO Box 1639

Melbourne VIC 3001

What is our complaints process?

Once we have received your complaint, we will reply to you within two working days to confirm we have received it. From there, we will contact you directly to work through the issue and will continue to update you via email.

We will monitor your complaint progress regularly to ensure it is resolved as soon as possible. We aim to resolve all complaints within 20 working days.

If your complaint is not resolved within 20 working days, we’ll contact you to let you know and to give you further options.

If you’re not satisfied

We’re a member of The Energy and Water Ombudsman scheme, which is a free and independent complaints resolution scheme. If for some reason your complaint can’t be resolved within 20 working days, or you are dissatisfied with the resolution, you can refer your complaint to:

New South Wales

Energy & Water Ombudsman NSW

Reply Paid 86550

Sydney South NSW 1234

ewon.com.au

complaints@ewon.com.au

Free Phone: 1800 246 545

Free Fax: 1800 812 291

Interpreter: 131 450

NRS: 133 677

Victoria

Energy & Water Ombudsman of Victoria

Reply Paid 469

Melbourne VIC 8060

ewov.com.au

ewovinfo@ewov.com.au

Free Phone: 1800 500 509

Free Fax: 1800 500 549

Interpreter: 131 450

NRS: 133 677

Queensland

Energy & Water Ombudsman QLD

Mail: PO Box 3640

South Brisbane BC Qld 4101

ewoq.com.au

complaints@ewoq.com.au or info@ewoq.com.au

Free Phone: 1800 662 837

Fax: (07) 3087 9477

Interpreter: 131 450

Nothing in our complaints process takes away any rights you may have under legislation, or your right to make a claim to a court or disputes tribunal, or your right to complain to The Energy and Water Ombudsman at any time.