Skip to main
agn-logo.svg

Customer Complaints Process

Our Complaints Process

Our complaints process is free to use.

You can find our full Complaints Policy here.

How to Make a Complaint

A complaint can be lodged by phone, email or post. To lodge a complaint, you can:

  • Call our Customer Service Team on 1300 001 001
    (Monday to Friday, 8.00am to 5.00pm AEST)
  • Email us at NetworksCustRela@apa.com.au
  • Write to us at:
    Customer Service Officer – Complaints
    PO Box 885
    Hamilton Central QLD 4007

You may also have an authorised representative make a complaint on your behalf.

If you need an interpreter, please call the Translating and Interpreting Service (TIS National) on 131 450 and ask them to contact us on your behalf.

If you would like information about how the complaints process works, our Customer Service Team can guide you through each step and answer any questions you may have.

Keeping You Informed

We will keep you informed about the progress of your complaint. Updates are provided at key stages of the process and whenever you request them.

Our Commitment to Resolving Complaints

We aim to resolve complaints as quickly as possible. Urgent matters are prioritised, and all complaints are handled in line with relevant legal and regulatory requirements.

External Dispute Resolution

All our customers have the right to contact the Energy & Water Ombudsman NSW (EWON), including to lodge a complaint or for free independent information and advice. EWON investigates and resolves complaints from customers of electricity and gas providers, and some water providers.

EWON is a free and independent dispute resolution service for energy and water customers in New South Wales.

EWON’s contact details are:  

NSW Freecall: 1800 246 545 

Freefax: 1800 812 291 

Website: www.ewon.com.au 

Post: Reply Paid 86550, Sydney South NSW 1234