Complaints and feedback

Letting us know about your experience with us helps to improve the way we do business: our systems, policies and procedures.

If you have feedback, or an issue you'd like us to resolve, below is the information you need to contact us and how we can work together.

We understand that your time is valuable, so in response to some common questions from our customers, we've provided answers to some of our most frequently asked questions.

Meet the team

Ways to give feedback

1. Speak to our customer service team

Call our customer service team. To get the best out of your call with us, please have your account number handy and any specific information about your issue.

  • For Vic, ACT, SA or Qld residential customers, call 133 466
    (Monday - Friday, 8am - 6.30pm AEST).
  • For NSW residential customers, call 131 502
    (Monday - Friday, 8am - 6pm AEST).
  • For business customers call 1300 362 466
  • For language assistance, please call 131 450.

2. Give us your feedback in writing

If you prefer to document your feedback or complaint, please get in touch using our general enquiries form, select the relevant drop-down option 'Complaints', and one of our complaints handling team will be in touch.

Here are some tips to ensure your experience runs as smoothly as possible.

  • Have your account number ready. You will find your account number on your bill.
  • Gather the facts. Compile as much information as you can, including the outcome you're seeking, and details of any interactions you've had with us.
  • Have a pen handy. Sometimes we'll need to provide instructions on how to read your meter or look at the energy usage of appliances, so you may want to write things down.

What happens if you make a complaint?

When we receive a complaint:

  • We'll record the details of your complaint. We'll give it fair and genuine consideration and seek to achieve a fair outcome for both parties
  • If your complaint is received in writing, we'll acknowledge receipt of your complaint within 10 business days
  • For complaints specifically related to credit, we will provide an acknowledgement and response in accordance with the regulatory requirements under the Credit Reporting Code. If you are not satisfied with our response, you can contact us to discuss your concerns or lodge a complaint with the Australian Information Commissioner (www.oaic.gov.au)
  • Your complaint will be allocated to one of our complaints handling team
  • We'll enquire into your complaint within a reasonable time frame, taking into account the nature and complexity of your complaint
  • We'll keep you informed of any progress via your preferred communication channel – or if you don't specify, we'll contact you by the same channel that you initially made the complaint.
  • We'll treat your complaint respectfully and handle all personal information in accordance our privacy policy
  • If appropriate, we'll make policy changes to prevent the same situation from happening again.

3. If you're not satisfied with the outcome

We hope that we've done our very best to resolve your issue. If the complaint is not resolved, you may take the complaint to the relevant external dispute resolution body (i.e. the relevant ombudsman).

We're a member of the Energy and Water Ombudsman schemes in all states where we have a licence. The Ombudsman scheme is a free service and acts as an impartial conciliator to help resolve disputes between customers and energy companies.

The Ombudsman will want to know that we've worked together to try and resolve the issue as best as possible and will refer you to our customer service team if you have not contacted us before.

If you're unsure, contact us and let us help.

Energy and Water Ombudsman Details (PDF, 33kb)

Need to report a fault or emergency?

Follow the directions on our faults and emergencies page. Call 000 if the situation is life threatening.

Report a fault or emergency