Questioning Your Account
What to do next
If you feel your energy account is incorrect, we want to hear from you. You can raise your concerns:
We will investigate your concerns and keep you informed of the progress. Please note that these investigations can sometimes be quite lengthy so we appreciate your patience and understanding.
An investigation may involve:
- visiting your premises and taking a check read of your electricity meter
- testing your electricity meter
- conducting an energy audit
What if you are still not satisfied?
Developing a solution will be a mutual process between you and Country Energy. If you are not happy, please let us know so that we can do everything possible to resolve your concerns.
If, after giving Country Energy the opportunity to resolve the situation, you are still not satisfied you may choose to contact the Energy Ombudsman.
The Energy Ombudsman can independently review issues relating to the supply of energy services, disputed accounts, customer service, disconnection and most other matters requiring dispute resolution. The Ombudsman can investigate your concerns and try to negotiate a settlement. Depending on which state you live in, you can contact your local ombudsman by clicking on one of the links below:
Ombudsman Frequently Asked Questions
Your Account Frequently Asked Questions