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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.

Customer Complaint Form. 

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. 

 Check it out.