Had an issue with EnergyAustralia? Get a real response.
How to submit a complaint with EnergyAustralia
EnergyAustralia offers several convenient ways to submit your complaint promptly:
- Phone Hotline:
- Residential customers: Call 133 466 (Mon–Fri 8am–8pm AEST/AEDT).
- Small Business: 1800 146 749 (Mon–Fri 8am–8pm).
- Large Business: 1300 362 466 (Mon–Fri 8am–5pm).
Have your account number ready and specify clearly that your call is a formal complaint.
- Residential customers: Call 133 466 (Mon–Fri 8am–8pm AEST/AEDT).
- Online Live Chat:
Visit the EnergyAustralia website and click “Chat with us” during standard business hours. Ideal for immediate, written communication. - Online Complaint Form:
Fill out the Complaint Form. Select “Complaint/Feedback,” provide detailed information, and expect acknowledgment within 5 business days. - Email:
Send detailed complaints to customersolutions@energyaustralia.com.au (general inquiries). Attach relevant documentation to support your complaint.
Postal Mail:
Write formally to: EnergyAustralia, Locked Bag 14060, Melbourne City Mail Centre VIC 8001
- Include your account details and complaint specifics. (This method is slower but available for serious issues.)
- Accessibility:
- Interpreter service: 1300 622 718
- Hearing/speech impaired: Contact via the National Relay Service.
- Interpreter service: 1300 622 718
For fastest acknowledgment, use phone or live chat. Official channels provide tracking references to monitor your complaint.
EnergyAustralia follows a structured process for complaints resolution:
- Acknowledgment:
You’ll receive immediate acknowledgment by phone or within 5 business days via email/form submissions, along with a reference number. - Dedicated Complaints Handling:
Your complaint is managed by a trained Customer Resolutions Officer, who investigates your issue impartially and professionally. - Investigation & Updates:
Your case manager may contact you for further details and provide regular progress updates, especially if the resolution requires time. - Resolution Timelines:
Simple complaints typically resolve within a week or two. Complex issues (e.g., solar credits or billing corrections) might take longer, but updates are provided regularly. - Outcomes:
Common resolutions include corrected billing, refunds, tariff adjustments, compensation, payment plans, or formal apologies for service lapses. - Internal Escalation:
If your complaint isn’t resolved satisfactorily at the first level, you can escalate it internally to senior managers or specialists.
EnergyAustralia aims to handle all complaints fairly, transparently, and within a reasonable timeframe, prioritising customer satisfaction and clarity throughout the process.
Common complaints against EnergyAustralia
EnergyAustralia customers most frequently report these issues:
- Billing Errors:
Incorrect charges, unexpected high bills due to estimated meter readings, or missing solar feed-in credits. - Customer Service Delays:
Extended wait times when contacting customer service, lack of prompt follow-ups, and difficulty obtaining clear resolutions. - Solar & Feed-in Tariff Issues:
Delays or errors in applying feed-in tariffs and metering issues for solar customers. - Account Transfer Issues:
Problems with final bills or delays when moving or switching providers, causing confusion and unexpected charges. - Conditional Discounts:
Confusion around pay-on-time discounts or promotional tariff changes not being clearly communicated. - Disconnections and Hardship:
Incorrect or unfair disconnection processes, especially involving customers experiencing financial hardship.
Understanding these frequent issues can help you clarify your complaint clearly and quickly reach a resolution with EnergyAustralia.
EnergyAustralia complaints submitted through Ajust
I couldn’t believe how high my bill was compared to similar homes. I live in a two-bedroom apartment and my first electricity bill came in at $1000. When I rang EnergyAustralia, they simply said it was correct without checking anything. I just wanted them to properly review my usage because it didn’t make sense to me. - Baboka
I’ve been a loyal customer for years but after checking Energy Made Easy I’m paying much more than competitors. I asked EnergyAustralia to review my account (MIRN and gas account supplied) and adjust my rates to match Origin or AGL because the higher bills are straining our household finances. I want a fair rate so we can stay as customers. - Sean & Joanne
I received a reminder notice claiming I hadn’t paid a bill that I’d already settled weeks earlier. It caused unnecessary stress because I always pay on time. All I wanted was for EnergyAustralia to update their records and stop sending payment warnings for a bill that was already cleared. - K
My electricity bill jumped to more than $1700 even though I’m already on a hardship plan and paying every week. I just couldn’t understand why it kept increasing. I asked EnergyAustralia to match payments like they said they would, but I’ve never seen it happen. It’s made me feel like switching providers. - Ornella
How other consumers EnergyAustralia complaints got resolved
Incorrect High Estimated Bill:
- Issue: Customer received a significantly inflated bill due to an inaccurate estimated meter reading.
- Resolution: EnergyAustralia performed an actual meter read, corrected the bill promptly, extended payment terms, and waived late fees.
Solar Feed-in Credits Missing:
- Issue: Customer’s solar exports weren’t credited due to delayed meter reconfiguration.
- Resolution: EnergyAustralia expedited the correction, issued a lump-sum credit for missed solar exports, and provided an additional goodwill credit for the inconvenience.
Final Bill Overcharge After Moving
- Issue: Customer received an unexpectedly high final bill after moving out, due to a delayed final meter reading.
- Resolution: After presenting their own meter reading, EnergyAustralia adjusted the final bill to reflect accurate usage, significantly reducing the charge.
If initial resolution attempts fail, escalate as follows:
- Internal Escalation Steps:
- Request escalation clearly to a Team Leader or Senior Case Manager.
- For urgent issues (e.g., potential disconnection), escalate immediately to the Hardship or Resolution Specialist team.
- Request escalation clearly to a Team Leader or Senior Case Manager.
- Dedicated Resolutions Team:
Request handling by the senior complaints/resolutions team if initial contacts don’t resolve your issue promptly. - Customer Advocate (Internal Ombudsman):
If available, request your case be reviewed by EnergyAustralia’s internal advocate office for an impartial internal review. - Deadlock Letter:
If a resolution cannot be reached internally, request a deadlock letter allowing you to escalate externally to an Ombudsman.
Maintain detailed records of communications, reference numbers, and agent names to facilitate smoother escalations and resolutions.
If unresolved internally, escalate externally:
- Energy & Water Ombudsman:
Each state has a free Ombudsman service:
- What Ombudsman Does:
Provides impartial dispute resolution, typically resulting in prompt responses and resolutions from EnergyAustralia. - When to Escalate Externally:
If unresolved within 30–45 days, or after receiving a deadlock letter. Urgent disputes like wrongful disconnections can escalate immediately. - ACCC & Australian Energy Regulator (AER):
For systemic issues like misleading practices or unfair terms, notify the ACCC or AER. They track industry-wide issues.
Escalating to Ombudsmen ensures your complaint is fairly addressed when internal processes stall, without risk of retaliation or disconnection.
- Complaints & Feedback Page: Submit complaints online or view detailed handling policies.
- Standard Complaints Handling Policy (PDF): Understand your rights and EnergyAustralia’s commitments.
- Contact Numbers: Official phone numbers for all customer segments.
- Energy Ombudsman Contacts: EWON, EWOV, EWOQ, EWOSA
- Australian Energy Regulator – Complaint Guide: When and how to escalate regulatory concerns.
- ACCC – Energy Consumer Rights: Your rights and recent energy market actions.
EnergyAustralia Complaints FAQs
How long does EnergyAustralia usually take to resolve a complaint?
EnergyAustralia usually resolves simple complaints within one to two weeks. More complex issues like billing corrections or solar feed-in tariff problems may take longer because they require investigation and updates from multiple teams. If delays occur, your case manager should keep you updated. If you feel stuck after a reasonable timeframe, you can request escalation internally before considering an Ombudsman review.
What’s the fastest way to lodge an EnergyAustralia complaint and get a response?
The fastest way is by phone or live chat because these channels give you immediate acknowledgment and a complaint reference number. Phone lines and chat support operate during business hours, making them ideal for time-poor consumers who need quick progress. If you prefer written proof or need to attach documents, the online complaint form offers a clear process and formal tracking.
When should I escalate my EnergyAustralia complaint to the Ombudsman?
You should escalate to your state’s Energy & Water Ombudsman if EnergyAustralia hasn’t resolved your complaint within 30 to 45 days or if you receive a deadlock letter. Urgent issues like wrongful disconnections can be taken to the Ombudsman immediately. Escalating externally ensures a fair, independent review and usually prompts faster action from the retailer.
What information should I include to make my EnergyAustralia complaint stronger?
Include your account number, a clear description of the problem, dates of earlier contacts and copies of supporting evidence like bills or meter readings. Strong documentation helps EnergyAustralia investigate faster and avoid back-and-forth. Keeping a record of reference numbers and agent names also makes escalations smoother if you need to take the complaint further.
You’ve done your part, now it’s time to hold EnergyAustralia accountable.
Take the final step and submit a complaint that gets seen and responded to.