Had an issue with

Ausgrid

? Get a real response.

If you need to lodge an Ausgrid complaint choose the channel that matches how urgent the situation is.

• Safety first (not a complaint): report emergencies immediately
  If the issue is urgent or dangerous (fallen wires, electrical hazards, loss of supply requiring urgent attention), call Ausgrid’s emergency line 13 13 88 (24/7).
• Submit online (fastest for tracking)
  Use Ausgrid Customer Portal  to lodge and track progress (check “My Complaints”): Ausgrid Customer Portal
  If you want the direct pathway, use the Ausgrid complaint form here: Lodge a complaint online
• Submit by phone (best for complex issues)
  Call 13 13 65 (Mon–Fri, 9:00am–4:30pm). Ask for a complaint reference number before you hang up, this supports any follow-ups.
• Submit in writing (best for detailed timelines and evidence)
  Send your complaint to: GPO Box 4009, Sydney NSW 2001Tip: include your phone number so Ausgrid can acknowledge you quickly.
• Include the details that speed things up
  Where relevant: address, NMI (from your bill), dates/times, photos, and the outcome you want (explanation, repair, apology, compensation review).
• Accessibility support
  Interpreter support: TIS 131 450
  TTY enquiries: 1800 000 567
  If you are d/Deaf or hard of hearing, use the National Relay Service and provide Ausgrid’s general enquiries number 13 13 65.

Ausgrid says its contact centre will try to resolve complaints at first contact. If it needs technical input or can’t be resolved immediately, it’s assigned to the appropriate business unit for investigation.

Acknowledgement and tracking

• Phone: you should receive a unique reference number.
• Online: you can track progress via the Customer Portal (look for “My Complaints”).
• Post: Ausgrid says it will contact you within 2 days of receiving your letter to acknowledge it and provide a reference number and next steps.

Who handles it

• Complaints are recorded in Ausgrid’s system (often against your NMI). An investigating officer/case handler may be assigned, and complex issues can be referred to the operational team responsible.

Timeframes (published procedure)

• Online complaints receive an automated acknowledgement, and Ausgrid states a representative will contact you within 5 business days.
• Ausgrid also describes progress updates (for example, every 10 business days) and aiming to resolve complaints within 28 business days.
  Practical tip: if you’re dealing with an outage, asset fault, or claim, ask the investigating officer for the current target timeframe for your case.

Common customer complaint themes tend to include:

• Long or repeated outages, shifting restoration times, and difficulty getting clear updates during storms or peak demand.
• Long call waits / difficulty reaching a person when outages are widespread.
• Compensation disputes after interruptions or network incidents, including food spoilage or damage to property/appliances, where proof and caps may apply.
• Streetlight faults and delays or confusion about repair status.
• Vegetation and tree management disputes (trimming/removal concerns around network safety).