Role of the Ombudsman

​If a customer is dissatisfied with the way a complaint has been handled by an electricity, gas, water, or sewerage entity, a complaint may be lodged with the Ombudsman.

The Energy Ombudsman Act 1998 provides that the Ombudsman may receive, investigate and resolve complaints concerning any service of, or relating to the sale and supply of gas or electricity by, an energy entity.

In relation to the water and sewerage industry, the Water and Sewerage Industry Act 2008 and​​ Ombudsman Act 1978 provide that the Ombudsman may initiate, investigate and resolve complaints concerning TasWater including​​ the provision of regulated water and sewerage services.

The Regulator has a Memorandum of Understanding with the Ombudsman. The Memorandum provides that the Ombudsman make available to the Regulator information regarding any systemic issues identified in relation to industry compliance with the various regulatory instruments.

To contact the Ombudsman click here.

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