Complaints
How do I make a complaint?
AusNet views each complaint as an improvement opportunity, and we will do our best to resolve the issue to your satisfaction.
If you have a query, a complaint or feedback, you can contact us by:
- Phone: 1800 WRL WRL (975 975)
- Email: info@westernrenewableslink.com.au
- Mail: PO Box 638, Ballarat VIC 3353
We acknowledge that landholders may wish to lodge their queries, complaints, or feedback with their dedicated Land Liaison Officer (LLO). Landholders can contact their LLO at any time via their direct mobile phone or email. If you are unsure of who your LLO is or their contact details, you can request this information through the project team on the above-listed phone or email.
Complaints steps:
- You can lodge your complaint with AusNet either by phone, email, in writing or by speaking with your LLO.
- We will acknowledge receipt of your complaint in writing and will provide you a unique complaint reference number within two working days.
- We aim to resolve your complaint within ten working days and will keep you informed of the progress being made with handling your complaint by providing regular updates on the investigation and a revised timeframe for resolving the complaint.
If you are not satisfied with the outcome after you have made the complaint to the project team, you may:
- Request escalation to a higher level of AusNet Services management for review by sending an email to GeneralManager@westernrenewableslink.com.au.
- Pursue dispute resolution through the Energy & Water Ombudsman of Victoria (EWOV) if the complaint related to access or proposed access to private land under section 93(1) of the Electricity Industry Act 2000 (Vic), or compliance with the Land Access Code of Practice.
EWOV may be contacted by:
- Phone: 1800 500 509
- Email: ewovinfo@ewov.com.au
- Website: www.ewov.com.au