Had an issue with Engie? Get a real response.
How to submit a complaint with Engie
Fastest ways to lodge Engie complaints and get help from Engie customer service:
- Call Engie Customer Care: 13 88 08 (Mon–Fri, 8am–7pm AEST). Explain the issue and ask for a reference/case number. Many straightforward problems are resolved on the spot.
- Online form or live chat: Use the Engie Contact Us page to submit details in writing or chat live. This creates a written record of your Engie complaint process.
- Mail (written complaint): Write to GPO Box 4408, Melbourne VIC 3001 with your account details and a clear description of the problem. (Engie doesn’t advertise a dedicated complaints email. The online form is the preferred written channel.)
Good to know: Choose the channel that suits you - phone for immediate assistance, or online/chat for a documented trail. No fees apply to lodge a complaint.
Engie’s complaint handling is fair and transparent:
- Acknowledgment: Within 3 business days (immediate if by phone).
- Investigation & timeline: A team leader/manager or Customer Advocacy Team reviews your case impartially and aims to resolve it within 15 business days.
- Keeping you informed: If resolution needs longer, Engie will explain the delay, agree a new timeframe, and outline next steps.
- Resolution & confirmation: Engie proposes a fix (e.g., bill correction, service booking, account change). They seek your agreement before closing the complaint and can confirm in writing on request.
- Professional standards: Open, impartial, confidential handling. If the first agent can’t resolve it, request a Team Leader.
Tip: Keep your account number and any reference number handy for follow-ups.
Common complaints against Engie
- Billing errors & high bills: Incorrect/estimated reads leading to overcharges, unexpected rate increases after plan changes.
- Customer service & communication: Long holds, unreturned calls, or agents unable to handle non-standard issues.
- Unexpected charges/fees: Late fees or unclear charges; confusion during the Simply Energy → Engie changes.
- Plan changes/account updates: Delays confirming plan switches or account changes.
Complaints submitted through Ajust
How other consumers Engie complaints got resolved
Billing overcharge corrected: Customer disputed a $1,000+ bill with their own meter readings. Engie re-issued the bill, removed the overcharge and waived late fees.
Missing plan confirmation: After delays, a customer escalated and a team leader found the processing error. They completed the switch and sent confirmation the same day.
Concession discount restored: Concession wrongly removed and the initial case was closed in error. After Energy Ombudsman involvement, Engie reinstated and backdated the concession.
- Ask for a Manager/Team Leader: If frontline support can’t resolve it, request a Team Leader review.
- Customer Advocacy Team: Ask if your case can be handled by the Customer Advocacy Team for complex issues.
- External escalation – Energy Ombudsman: If unresolved or delayed beyond reasonable timeframes (e.g., >15 business days without progress), contact your state Energy & Water Ombudsman for free, independent dispute resolution.
- Regulators & consumer agencies: ACCC and state Fair Trading/Consumer Affairs can advise on rights. They’ll usually direct individual energy complaints to the Ombudsman first.
Escalating won’t penalise you. Ombudsman involvement can place holds on credit/disconnections related to the complaint until resolved.
Energy & Water Ombudsman (state-based):
- NSW – EWON: 1800 246 545 • ewon.com.au
- VIC – EWOV: 1800 500 509 • ewov.com.au
- SA – EWOSA: 1800 665 565 • ewosa.com.au
- QLD – EWOQ: 1800 662 837 • ewoq.com.au
- WA – Energy & Water Ombudsman: 1800 754 004 • ombudsman.wa.gov.au/ewowa
- ACT – ACAT: (02) 6207 1740 • tribunal@act.gov.au
When to contact: Any time for advice; typically after giving Engie a chance to resolve or when timeframes are exceeded. The Ombudsman can secure corrected bills, compensation, payment plans, and more.
Consumer law & regulation:
- ACCC and state Fair Trading/Consumer Affairs protect your Australian Consumer Law rights (misleading conduct, systemic issues).
- AER oversees retailer compliance and performance (systemic issues typically flow via Ombudsman/regulatory channels).
- Customer Care (phone): 13 88 08 (Mon–Fri, 8am–7pm AEST)
- Contact/Complaint (online): Engie Contact Us – form or live chat
- Postal address: GPO Box 4408, Melbourne VIC 3001
- Complaints & Dispute Resolution policy: Engie’s official policy overview
- Energy Ombudsman contacts by state: Listed on Engie’s site and above
- AER consumer information: Australian Energy Regulator – consumer information & ACCC – consumer rights resources
Engie Complaints FAQs
You’ve done your part, now it’s time to hold Engie accountable.
Take the final step and submit a complaint that gets seen and responded to.