Feedback and complaints
We are always working to improve our service to you and we appreciate your feedback.
If you are unsatisfied with our service or would like to provide a complaint or compliment, let us know. You can do this online or by downloading the pdf form below.
If you have lodged a previous complaint with us and are not satisfied with the outcome, small business customers can contact the Energy Ombudsman.
Please note:
Our complaints and dispute resolution procedures are designed to ensure we handle your concerns in a courteous and efficient manner:
- All formal complaints are acknowledged and responded to within regulated timelines.
- We will utilise any information you may provide, together with our customer records, to assist in resolving your complaint.
- We will provide you with a detailed explanation of the reasons behind any decision we have made in relation to your complaint.
If you feel it is necessary, you may have your complaint reviewed by a senior employee.
Did you know we have a help and support section on our website?
We've compiled a list of frequently asked questions and helpful tips on a range of topics including; bills and payments, faults and emergencies, solar energy and common account related queries. You can also submit our online form if you have a question that's not listed.