Complaints Policy

Complaints

If you have a problem, complaint or just some feedback, we’d love to hear from you. We’ll do our best to sort things out as soon as practical.

You can view our Standard Dispute Resolution Procedure here. This outlines the objectives and principles of DC Power Co’s complaint process, as well as outlining the process for dealing with bill reviews and customer read estimate reviews.

 

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 [email protected].

Write to us at:

C/- Contact Centre Manager

DC Power Co

GPO Box 1639

Melbourne VIC 3001

 

What is our complaints process?

Once we have received your complaint, we will reply to you within 2 business days to confirm we have received it. From there we will contact you directly to work through the issue with you and will continue to update you via email.

We will monitor your complaint progress regularly to ensure we resolve it with you as soon as practical. We aim to resolve all complaints within 20 business days of receipt of your complaint.

If it takes us longer than 20 business days to resolve your complaint, we’ll contact you to provide you with an update on our progress. If you are not satisfied with our progress, you can contact your local Energy and Water Ombudsman.

 

If you’re not satisfied

We will always work toward a fair and reasonable resolution for any dispute. Additionally, all our customers have the right to an independent complaint resolution scheme. DC Power Co is provided to you by Powershop Australia Pty Ltd who is a member of the Energy and Water Ombudsman for each state we retail in, meaning our customers can contact the Ombudsman for their state at any time for independent advice and assistance. Your states Ombudsman office details can be found below:

 

New South Wales

Energy & Water Ombudsman NSW

Reply Paid 86550

Sydney South NSW 1234

ewon.com.au

[email protected]

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

[email protected]

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

[email protected] or [email protected]

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.