How to complain to

EnergyAustralia

and get real results

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.
    
    
• 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.
    
    

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.

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.