We have a number of social media channels at EnergyAustralia; the purpose of our social media channels is to provide you with an opportunity to learn about our organisation, our products & services and important information in relation to the energy industry. We want to ensure we offer a safe, open and honest community where all members feel their views and opinions are well respected.

We have created these simple ‘house rules’ to be followed when engaging with us through social media.


Keep your private information private. Please do not post any of your personal, financial or energy account information on our social media pages.

EnergyAustralia will never ask you to provide personal, financial or account details publicly via our Social Media channels. An EnergyAustralia service representative may ask for your telephone or email contact from a private message function to resolve a query. If you have concerns about someone asking for personal information via our social media channels please notify us by email at help@energyaustralia.com.au or calling 133 466.

Any personal information supplied by you may be collected, stored, handled, used and deleted in accordance with EnergyAustralia’s privacy policy.


EnergyAustralia values all contributors’ opinions and encourages debate; however we moderate our social channels for any content that we consider inappropriate. To keep our online environments friendly and appropriate we will remove:

  • Any abusive or offensive activity
  • Any inappropriate, threatening links to external or unauthorised websites
  • Any personal information to protect individual’s right to privacy
  • Any false or misleading information
  • Any advertising or promotions, unrelated commercial posts or any attempts to solicit our customers
  • Any material that may be technically harmful (including, without limitation, computer viruses, logic bomb, Trojan horses, worms, harmful components, corrupted data or other malicious software or harmful data)
  • Any content that is unlawful, including content that is, defamatory or spam
  • Any fake or anonymous posts
  • Any repetitive posts
  • Any content that we deem is in bad taste

EnergyAustralia respects Intellectual Property Rights. All contributions to EnergyAustralia’s social media channels must only be your own original work.

Any user content uploaded to any of our social media channels reflects the users’ views and does not necessarily reflect the views and opinions of EnergyAustralia. EnergyAustralia does not certify or guarantee that the accuracy of any user content posted to any of our social media channels.


We will not tolerate trolling. By posting any content including comments, audio, videos or other material to any of our social media channels you agree that EnergyAustralia can share, use and authorise others to share and use this content. If your content is removed, EnergyAustralia can still continue to use and share this.

Customer Service

EnergyAustralia will aim to respond to queries within 4-6 hours on business days in Melbourne, Victoria. Queries posted on weekends, public holidays and out of office hours will be responded to on the next business day.

EnergyAustralia understands that some individuals require immediate help and support. If you are in a situation where you require immediate assistance please visit our faults & emergencies page.


Our aim is to keep our social community informed through sharing helpful and relevant content from third parties and linking to other websites. EnergyAustralia does not own or control these third party sites. By linking to these pages we do not take responsibility for their contents or endorse these sites. Any content on our channels does not provide a licence for you to use any third party content.

Breaching the rules

If you breach any of these rules when contributing to EnergyAustralia’s social media channels your contributions may be deleted, edited or refused. EnergyAustralia reserves the right to restrict, suspend or terminate your access to our social media channels at any time without notice at EnergyAustralia’s discretion. EnergyAustralia reserves the right to take action against any social media account, at any time, for any breach.

If you have breached these rules you may be given a warning and if you continue to breach these rules it may result in action being taken against your social media account/s.

EnergyAustralia reserves the right to amend any of these rules at any time with all amendments becoming effective at the time of publication.

If you see something on our page that you think breaches these House Rules. Please let us know by private message.