Jemena

Customer service

Jemena Electricity Network

We understand our responsibility to our customers and our community

Jemena is an aboriginal word, which means ‘to hear, listen and think’ ... a philosophy we bring to life through the way in which we work with our customers, staff, suppliers, partners and the communities we serve.

We are focussed on providing excellent customer service and strive to have satisfied customers.

What do your distributor and retailer do?

Your distributor – Jemena

  • Provides electricity connection and metering to premises
  • Performs connection, disconnection and reconnection
  • Provides emergency response
  • Repairs street lights
  • Maintains quality and reliability of supply
  • Reads the meter

Your retailer

  • Organises connection, disconnection and reconnection
  • Prepares bill based on your meter reading and service charges

Our customer charter

Jemena is committed to delivering high service standards. As your electricity distributor, we want you to be aware of your rights and obligations as a customer. Our Customer Charter summarises the electricity distribution code. It outlines the key rights and obligations of the distributor and you the customer. It explains how we can help if you experience difficulties with your electricity supply.

Feedback and complaints

What are the arrangements for customer enquiries and complaints handling?

If you have an enquiry or a complaint you should call our customer contact centre on 1300 131 871 so that we can quickly resolve the issue. Where possible, we will endeavour to resolve your complaint immediately. If more time is required, we will let you know within five business days.

If you are not satisfied with the response received from your first point of contact, you have a right to have your complaint reviewed at a higher level within the Jemena Electricity Network. If you are still dissatisfied with the result, you have the right to refer your complaint to the Energy and Water Ombudsman Victoria on 1800 500 509.