Had an issue with AusNet? Get a real response.
How to submit a complaint with AusNet
Start with the official contact form and the complaints email and make the opening line about high prices, occasional outages, and customer service issues, not the whole backstory.
- Start in the right place: Use the official contact form and the complaints email for AusNet so the complaint lands with a team that can actually review it.
- Anchor the facts: Include account numbers, bills, meter reads, outage details, and screenshots and explain what went wrong with electricity and gas services to customers.
- Name the complaint theme: Say if the issue is about high prices, occasional outages, and customer service issues so it is routed properly.
- Ask for a concrete outcome: Spell out whether you want a bill correction, credit, reconnection, service fix, or a clear written explanation.
- Keep it on one thread: Ask for a written reference or acknowledgement and keep all follow-up in the same complaint trail.
After AusNet receives a complaint tied to high prices, occasional outages, and customer service issues, expect a basic review first and a substantive response later.
- Acknowledgement: You should get a case number, email, or some written sign that AusNet has logged the complaint.
- Review: The business will usually look at account numbers, bills, meter reads, outage details, and screenshots and the part of the service tied to the complaint.
- Response: A useful answer should explain what AusNet found and whether it will offer a bill correction, credit, reconnection, service fix, or a clear written explanation.
- Push-back if needed: If the reply is vague or misses the key point, answer on the same thread and restate the unresolved issue in plain language.
Common complaints against AusNet
The complaint themes most likely to matter for AusNet are below. Use the one that best matches your issue.
- High prices: A recurring friction point that is worth naming clearly in your complaint.
- Occasional outages: A recurring friction point that is worth naming clearly in your complaint.
- Customer service issues: Slow replies, handballs between teams, or support that misses the actual problem.
AusNet complaints submitted through Ajust
If AusNet is still not dealing with high prices, occasional outages, and customer service issues properly, escalate without restarting the complaint from scratch.
- Escalate internally first: Ask AusNet to move the complaint to a manager, specialist complaints team, or formal review path.
- Keep the same chronology: Do not restart from scratch. Re-send the timeline, evidence, and the outcome you still want.
- Move externally when the internal process stalls: If the business still does not deal with it properly, the practical next step is usually your state Energy & Water Ombudsman or the equivalent local energy complaints body.
If AusNet does not resolve a complaint about high prices, occasional outages, and customer service issues, there is usually an external path beyond the business.
- Main external path: your state Energy & Water Ombudsman or the equivalent local energy complaints body
- Why this route matters: Use the ombudsman that applies in your state or territory once the retailer's own process has run.
- Before you escalate: Keep your full AusNet complaint trail together, including receipts, screenshots, emails, and any written responses.
If you want the complaint on record with AusNet, these are the official contact points worth using first.
- Official contact: https://www.ausnetservices.com.au/contact
- Email: customersupport@ausnetservices.com.au
AusNet Complaints FAQs
Which channel should I use to complain to AusNet?
Start with the official contact form and the complaints email and label it as a complaint straight away. That makes it easier to move into the right internal process.
What happens after I submit a complaint to AusNet?
You should usually get an acknowledgement first, then a review of the facts, then a written response. If the reply misses the issue, answer on the same thread.
What do people usually complain about with AusNet?
The recurring themes are usually high prices, occasional outages, and customer service issues. Naming the exact complaint theme early gives the issue a better chance of landing with the right team.
Is there an ombudsman or regulator for complaints about AusNet?
Usually yes. The main external path is your state Energy & Water Ombudsman or the equivalent local energy complaints body. Keep your internal complaint history together before you move it.
You’ve done your part, now it’s time to hold AusNet accountable.
Take the final step and submit a complaint that gets seen and responded to.