Customer Charter

We care for our customers and make their experience easier 

Our customer service commitments: 

  • We'll listen and understand your needs
  • We'll keep you informed and do what we say
  • We'll communicate clearly, consistently and simply

View our full Customer Charter (PDF 5.90MB).


Our Complaints Policy and Procedure explains how we manage complaints and disputes. It includes how, where and when complaints can be made and what information we require from you, when you can expect to hear from us, our process for handling complaints, the relevant timeframes for resolution and options for review.

How to lodge a complaint

A complaint means an expression of displeasure with a product, service or equipment provided by TasNetworks to a customer, of which we have been notified by phone, mail, email, customer enquiry or feedback form. It does not include general enquiries or reports for TasNetworks action such as power outages, streetlight outages and tree trimming near powerlines.

A complaint may include:

  • Claims for loss of damage
  • Failure to meet our Customer Charter
  • Failure to meet guaranteed service levels

You may raise a complaint by:

  • Calling us on 1300 137 008 (Monday to Friday 9am-5pm)
  • Completing our online form
  • Writing to TasNetworks, PO Box 606, Moonah TAS 7009

Acknowledgement of complaints

Complaints are acknowledged within three (3) business days from the time the it was lodged. 

What information you should be provided:

  1. Your details
  2. Who should be contacted regarding the complaint
  3. Your preferred contact method
  4. Any organisation identifier
  5. Any special assistance required by you to properly interact with the organisation
  6. Whether the complaint relates to an organisation’s product or service
  7. Whether the issue has been raised previously by you and if you have previously received a response
  8. Complaint details
  9. The outcome sought
  10. Signature (if in hardcopy) and date

How we handle your complaint 

Complaints are assessed in accordance with their urgency. For example, significant health and safety issues are dealt with immediately. Complaints are allocated to the most appropriate complaints handling officer, then recorded and managed to allow for effective investigation. 

Following relevant investigation, a response will be offered within agreed timeframes (including any resolution reached or action taken) as soon as the resolution is made or action is taken.

If you accept the proposed decision or action, then the resolution or action is carried out and recorded and the complaint closed.

Resolution is provided by phone or in writing within ten (10) business days from the date the complaint was lodged, or an agreed resolution date.

Your options for review

If you're not satisfied with our communication, rectification, mitigation or compensation provided (whether over phone or in writing), you may have the complaint reviewed at a higher level within TasNetworks, the Ministerial Office or the Energy Ombudsman Tasmania.