If you need information about who to contact to resolve a complaint or safety issue, or who to call if your gas or electricity goes out.

Who can I contact if I have a complaint about my retailer or bill?

Step 1: Contact your retailer

Always contact your retailer in the first instance unless it concerns a power fault. Your retailer is the business that bills you. Its contact details will be on your bill.

Step 2: Contact the Energy and Water Ombudsman Victoria

If your retailer is unable to resolve your issue, contact the Energy and Water Ombudsman Victoria (EWOV).

The EWOV has the power to investigate and resolve disputes. It aims to settle problems fairly, independently and as promptly as possible. There is no charge.

Complaints to EWOV can be lodged online via their website or by calling 1800 500 509.

Who can I call about power outages and blackouts?

Electricity distributors are responsible for the poles and wires that bring electricity to your home or business.

They are regulated monopoly companies that operate infrastructure in a particular geographic area.

If the power goes out, it is usually the distributor who will arrange for it to be restored.

Find your energy distributor at Department of Environment, Land, Water and Planning or call 136 186.

Who can I notify about a safety issue?

Energy Safe Victoria is the independent technical regulator responsible for electricity, gas and pipeline safety in Victoria. Call Energy Safe Victorian on 9203 9700.

Who can I call about gas leaks?

Gas incidents are quite rare but do occur from time to time.

To report gas leaks or other gas emergencies to your distributor, call the emergency number on your gas bill for assistance.

Find your energy distributor at Department of Environment, Land, Water and Planning or call 136 186.