Complaints Handling & Dispute Resolution

Enwave Victorian Networks is committed to providing our customers with high quality, reliable service. If problems do arise we will work towards resolving them as soon as you contact us. Our aim is to resolve phone enquiries at the initial contact, and have written enquiries answered within 5 business days.

All complaints are handled in line with the Tas Gas complaints and handling policy and procedures, which ensures that requirements set in the Australian Standard ISO 10002 (2006) Complaint Handling are met.

How to make a complaint

If you have contacted Tas Gas Retail by phone but feel that your complaint or issue has not been resolved, we request that you write your complaint and mail it to us. Our mailing address is:

Safety and Compliance Manager

Enwave Victorian Networks

                                PO Box 858,

                                Launceston, Tasmania 7250

If you are not satisfied with the resolution of the complaint, you may escalate your complaint. At any time during the complaints process, you may request for Tas Gas’ complaints procedure which includes the relevant internal escalation processes.

If you still feel that the issue has not been resolved to your satisfaction you may choose to contact the Tasmanian Energy Ombudsman. Click here to visit The Energy Ombudsman’s website.