The Energy Ombudsman scheme was implemented in Western Australia on the 22 September 2005. The establishment of the scheme was approved by the Minister for Energy. The Economic Regulation Authority (Authority) has approved the implementation of the scheme under the Energy Coordination Act 1994 and the Electricity Industry Act 2004. This approval has involved the creation of a new Scheme to include complaints about electricity supply or non-supply in addition to the current Gas Industry Ombudsman scheme. This service is called the Energy Ombudsman.

The purpose of the Energy Ombudsman is to provide a dispute resolution scheme which promotes fairness, equity and industry accountability through its role of investigating and facilitating the resolution of electricity and gas industry complaints. The person appointed by the Board of the Energy Industry Ombudsman (Western Australia) Limited to this role is, at present, the Western Australian State Ombudsman.

The functions of the Energy Ombudsman are to receive, investigate and facilitate the resolution of complaints and disputes that arise between small use customers of electricity/gas services in Western Australia and their licensed service providers. In performing this function, the Energy Ombudsman is guided by the principles of independence, natural justice, access, equity, effectiveness and community awareness.

The Energy Ombudsman and the Authority have agreed to share statistical non-identifying information to assist with:

• identifying systemic industry issues or emerging issues;
• monitoring of the relevance of legislative codes that govern industry; and
• where appropriate the suggested amendment and subsequent publishing of any required amendments.

To formalise this agreement between the Authority and the Energy Ombudsman, the parties have entered into a Memorandum of Understanding.

For more information about the functions of the Energy Ombudsman please visit the web site at: www.ombudsman.wa.gov.au/energy or telephone 08 9220 7555 Free Call 1800 754 004. The e-mail address is: energy@ombudsman.wa.gov.au.

The Ombudsman Office is open from 9am - 5pm and is located at:
12th Floor
St Martins Tower
44 St Georges Terrace
Perth WA 6000