The Energy and Water Ombudsman Victoria (EWOV) welcomes action by the Essential Services Commission against energy retailer ENGIE for failing to effectively respond to customer complaints about billing issues.
This action follows a referral from EWOV to the Commission earlier this year after our initial investigation into ENGIE identified serious systemic issues affecting gas and electricity customers across Victoria.
From April 2024, we recorded a dramatic increase in complaints about ENGIE. Our referral to the Commission noted that ENGIE’s rate of complaints per 10,000 customers was nearly four times the industry average for other licensed energy retailers. We identified serious concerns with ENGIE’s complaint-handling practices, including failing to respond and resolve complaints in the manner and timeframes required. We also identified that ENGIE was not taking sufficient action to address the root cause of consumers’ complaints.
Consumer complaints are often the first signal that something is wrong in a provider’s practices. Providers should be able to resolve these for their customers but also quickly fix wider issues when complaints are telling them that something is not working across their business. The Commission’s investigation of these issues reinforces the critical role of independent complaint handling in protecting consumers and maintaining trust in the energy market.
Our systemic investigation function is part of our wider work with energy and water providers to improve outcomes for consumers. We proactively identify opportunities for improvement based on complaints we receive, engage with providers at an early stage and, where necessary, can refer a matter to the Commission.
We are pleased with the Commission’s decisive action following EWOV’s formal investigation.
Quotes attributable to Catherine Wolthuizen, Energy and Water Ombudsman (Victoria)
“We are pleased the Essential Services Commission has taken strong action. It sends a clear message that independent and fair complaint handling is essential for consumer trust and confidence.”
“Our role is to ensure that consumers who come to us with complaints about their energy providers have been treated fairly and that their provider has met its obligations and commitments.”
“ENGIE caused significant disruption to its customers, and was then not able to respond to their complaints, many of which were urgent. This had real impacts on people’s lives, particularly for those already facing financial or personal hardship.”
“When we uncover a pattern of complaints, we have strong investigation processes in place. We bring these to the attention of providers, and when necessary to the Essential Services Commission.”
“If customers have experienced issues with ENGIE, they can still make a complaint to EWOV. We are here to help. Customers can visit ewov.com.au or call us for free on 1800 500 509.”
Background information
EWOV is a free and independent service that resolves disputes between Victorian consumers and energy and water companies. When energy and water problems arise between customers and their providers, we work to ensure fair and reasonable outcomes.
We also use our unique data insights about consumers’ experiences of the Victorian energy and water markets to improve consumer and market outcomes, through our engagement with businesses, government, regulators and the wider community.
Contact
For more information or to arrange an interview with the Ombudsman, contact:
Felicity Fast, Head of Public Affairs
Email: [email protected]
