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.
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.