Had an issue with Alinta Energy? Get a real response.
How to submit a complaint with Alinta Energy
If you’re dealing with an Alinta Energy issue like billing errors, missed connections, or customer service frustrations, here’s how to get help fast:
- Call Customer Service: Dial 13 13 58 and ask to lodge a complaint. You’ll get a reference number immediately. Keep it for follow-up.
- Online Form: Use Alinta’s website to submit a complaint via the Contact Us or Feedback form. You’ll get a confirmation email once it’s received.
- Email: Send your complaint (with account details and any evidence like screenshots) to the official customer service or complaints email listed on Alinta’s site. Expect a reply with a case ID.
- App or Portal: If you’re using the MyAccount portal or mobile app, look for support or contact features. Mention clearly it’s a complaint so it’s routed correctly.
- Note: Alinta doesn't handle complaints in-person - stick to the online or phone channels for tracking and proper response.
📌 Pro tip: Record the time, date, and name of any staff you speak with. It makes future escalation smoother.
Here’s what to expect once your complaint is submitted:
- Acknowledgement: You’ll get a reference number - instantly by phone, or by email within a couple of days for online/email complaints.
- Assignment: Complex complaints are assigned to a case manager in the Resolutions Team. You’ll likely hear from them directly with updates.
- Investigation: Your complaint is reviewed using your billing history, usage data, or service records. Expect updates - especially for issues requiring more than a few days.
- Resolution Timeframe: Most issues are resolved within 10 business days. Urgent matters (like disconnections) are usually fast-tracked.
- Outcome: Solutions include billing adjustments, refunds, reconnections, or goodwill credits. You’ll get the outcome in writing, and be asked to confirm if you’re satisfied.
- Closure: Once agreed, Alinta applies the fix and sends confirmation. If you’re unhappy, you can escalate to the next step.
Common complaints against Alinta Energy
Here are the most common complaints Alinta Energy customers raise, and how they’re usually resolved:
- High or Incorrect Bills: Often due to estimated readings or missed discounts. Alinta can re-read your meter, fix the error, and credit overpayments.
- Poor Customer Service: Long wait times, no call-backs, inconsistent info. These are escalated to a team lead or case manager (often with an apology or goodwill credit).
- Connection Delays: Missed move-in dates or switchovers from other providers. Alinta coordinates with your local distributor to fast-track the fix, often same-day.
- Unexpected Fees: Credit card surcharges or exit fees can be confusing. If unclear or wrong, Alinta usually waives them as a one-off.
- Meter or Supply Issues: Suspected meter faults or frequent outages? Alinta initiates a service request with the network. If your meter’s wrong, they’ll sort it.
🧾 Always check your bills. Most issues are fixable with a quick complaint.
Complaints submitted through Ajust
I noticed Alinta Energy raised fees — a $3.20 charge to pay at Australia Post and the daily service fee jumped from 8.12¢ to 22.07¢. I first saw it on 10 June 2025 and got a mailed notice on 16 June. These increases hit pensioners and people on fixed incomes hard and feel like costs are being shifted onto vulnerable customers. - Jo
I received my final bill (invoice 28662093) and was shocked to find a $737.50 charge I believe is incorrect. These appear to be estimated reads rather than actual meter reads. I'm happy to pay what I owe, but I need Alinta to prove the reads were taken at the start and end of the billing cycle before I settle this. - Michael
A truck or construction equipment ran over the gas valve cover on the verge near my property during nearby building works, leaving visible damage. I'm worried this could cause a gas leak and endanger neighbours. I want Alinta to inspect the valve and carry out any necessary repairs as soon as possible and confirm when they'll attend. - Jisoo
I've been trying to set up a payment plan for account 1021555736 but after being on hold for over 2.5 hours I still have no resolution. The delay is causing major stress and I need Alinta to expedite the setup or provide a direct contact so I can arrange manageable payments without further delay. - Grant
How other consumers Alinta Energy complaints got resolved
High Bill Fixed with Actual Reading: A customer challenged a sky-high bill based on an estimate. Alinta arranged a real meter reading. The bill dropped significantly and a $50 goodwill credit was applied.
Missed Gas Connection – Same Day Fix: A move-in customer found their gas wasn’t connected. After escalating, Alinta coordinated with the distributor and had gas running by the afternoon. The connection fee was waived.
Surprise Fee – Waived After Complaint: A credit card fee caught a customer off guard. Alinta explained the policy, but still waived it as a first-time courtesy — and flagged the feedback for clearer billing.
If your complaint isn’t progressing, here’s how to escalate it within Alinta:
- Ask for a Supervisor: If your call isn’t going anywhere, request a team leader. They have more authority to fix things.
- Request the Resolutions Team: Ask if your case can be escalated to the dedicated complaints team. You’ll be assigned a case manager with direct contact.
- Set Clear Expectations: Always ask: “When will I hear back?” Track that date and follow up if you don’t hear anything.
- Use Email for Written Records: After phone calls, send a summary via email to keep a trail. Useful if you need to escalate further.
- Stay Polite, Stay Firm: Clearly state your desired resolution, and stay respectful. It helps get things solved faster.
- Mention Loyalty (If Relevant): If you’ve been a long-time customer, mention it. It strengthens your case.
- Deadlock? Ask for Final Review: If all else fails, ask if the case can be reviewed by a senior manager or marked as “deadlocked” - that’s when external bodies can step in.
Still no luck with internal escalation? Here's who to contact:
- State Energy Ombudsman:
🆘 Ombudsmen are independent, free, and can pause disconnections or collections while they investigate.
- ACCC: For misleading ads, unfair contracts, or systemic issues. Lodge a report at accc.gov.au.
- State Fair Trading Agencies:
These bodies won’t fix your bill - but they can help with unfair selling, contract issues, or misconduct.
Important: Try to resolve with Alinta first. The ombudsman will ask if you’ve made a formal complaint and waited for a response.
Use these official links to submit, escalate, or get support:
- Alinta Help & Complaints Page: alintaenergy.com.au/help-and-support
- EWON (NSW): ewon.com.au
- EWOV (VIC): ewov.com.au
- ACCC – Energy Rights: accc.gov.au/consumers/energy
- NSW Fair Trading: fairtrading.nsw.gov.au
- Consumer Affairs VIC: consumer.vic.gov.au
Alinta Energy Complaints FAQs
How can I make a complaint to Alinta Energy quickly and effectively?
The fastest way to complain to Alinta Energy is by calling 13 13 58 and requesting to lodge a formal complaint. You’ll get a reference number immediately for tracking. If you prefer online, submit a complaint through Alinta’s Contact Us or Feedback form and keep the confirmation email. For the best results, record the date, time, and staff name—it helps if you need to escalate later.
What happens after I submit a complaint to Alinta Energy?
After submitting your complaint, Alinta Energy acknowledges it with a reference number and assigns it to their Resolutions Team if complex. Most cases are resolved within 10 business days, while urgent issues like disconnections are prioritised. Expect written confirmation of the outcome, including any refunds or fixes, before closure. If you’re unsatisfied, you can escalate your case further.
How do I escalate an unresolved complaint with Alinta Energy?
If your Alinta complaint isn’t progressing, ask for a supervisor or request escalation to the Resolutions Team. You’ll be assigned a case manager for direct updates. Always confirm response timeframes and keep email records of every exchange. If your issue remains unresolved, request a “final review” or escalate externally to your state’s Energy Ombudsman.
Who can I contact if Alinta Energy still doesn’t resolve my complaint?
If Alinta doesn’t resolve your complaint, contact your state Energy Ombudsman (EWON for NSW, EWOV for VIC, EWOQ for QLD, or the WA Energy & Water Ombudsman). Ombudsmen are independent, free, and can pause disconnections or collections during investigation. For broader issues like misleading conduct, report to the ACCC or your state’s Fair Trading agency.
You’ve done your part, now it’s time to hold Alinta Energy accountable.
Take the final step and submit a complaint that gets seen and responded to.