Customer Complaints and Dispute Resolution

In the case of customers on the Envestra distribution network at Wagga Wagga, Envestra is required to handle a customer’s complaint or dispute in accordance with Envestra’s Standard Complaints and Dispute Resolution Procedures.  These procedures apply to residential customers and business customers who consume less than 1000 gigajoules of gas per annum. A copy of Envestra’s Standard Complaints and Dispute Resolution Procedures can be downloaded here.

If a customer is not satisfied with Envestra’s response to a complaint or dispute, the customer has the right to refer the complaint or dispute to the Energy and Water Ombudsman NSW Limited (ABN 21 079 718 915) by calling 1800 246 545 (Monday to Friday 9am to 5pm); faxing 1800 812 291; emailing; completing an online complaint form at; or writing to Reply Paid 86550, Sydney South, NSW 1234.