At ATCO Australia, we will always strive to ensure you receive a high level of service when interacting with us. We realise from time to time we may not always meet your expectations but would like to hear from you in an effort to improve and learn from your experience. We will work with you to investigate and resolve your complaint plus maintain your privacy, consistent with our privacy policy?.
Our aim is to ensure that you will never need to refer to our complaint handling process, but if you do, you can trust that we will apply a fair and impartial approach to reach a resolution with you.
For all General Enquiries, you can also call the ATCO Australia Gas Division on 13 13 56
You can also email our Customer relations team: customer.relations@atco.com
Anyone can lodge a complaint with us, at no cost, as we are keen to be given the opportunity to resolve any issues you may have.
For ease of contact, there are a few ways you can lodge your complaint:
The quickest way to get a resolution to your issue is to allow us the opportunity to investigate your complaint and attempt to resolve the issue to your satisfaction.
However, following our response, if you are still unsatisfied you can request to have your complaint considered by a senior employee.
We welcome compliments as they recognise our staff members or departments who have exceeded our customers? service expectations. They also allow us the opportunity to formally recognise our people for providing a great customer experience.
By providing general feedback on our people, processes or systems you can help us continually improve in all facets of our business. If we don?t hear or know if there is any area for improvement, we can?t fix it.
To provide a compliment or general feedback, you can:
To maintain the gas distribution network, we have the power to enter properties and undertake maintenance or construction work relating to the network. Work performed may include digging, felling or removing trees, and removing paving, driveways, fences, reticulation and other materials, as well as laying down our equipment.
We do not have access to customer contact details, these are held by your gas retailer. If we?re carrying out planned works at, or outside your property, we will typically send you a letter addressed to the owner/occupier to let you know at least five days prior to the proposed works.
ATCO Australia does not typically offer compensation for gas outages or for loss of business or inconvenience caused due to any required project works. Please see here for more information about compensation before contacting us about potential compensation.
Is your property or business currently without gas? This could be due to a number of different factors, that range from urgently required network maintenance to unpaid customer bills, please see here for more information about gas outages and how they could impact your home or business.