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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.
Complaints submitted through Ajust
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
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.