Had an issue with Engie? Get a real response.
Formally known as Simply Energy, Engie is an affordable Australian electricity and gas provider. Engie offers a few ways to lodge a complaint, with a phone call (13 88 08) proving to be the quickest way to get a response. Other ways include contacting the team through their Live Chat on their website, and submitting an Online Form or written letter.
The most common complaints from Engie customers reference billing errors and high bills, where customers are often overcharged for their bills, or receive unexpected rate increases. Others report poor customer service, confusion around the change of the company name, and delays with plan or account changes.
After you’ve submitted your complaint to Engie, you should receive confirmation within 3 business days (this will be immediate if you contact them on the phone). Someone from their Customer Advocacy Team will then review the case and will hopefully resolve the issue within 15 business days. This could look like a bill correction, service booking, or changes to the account, where they’ll wait for you to agree with the outcome before moving forward.
Though, if you aren’t happy with what they provide, you can escalate the issue internally or externally depending on the outcome you were after. Which is why it’s good to keep a detailed record of all information throughout this process, to ensure your case gets resolved as quickly as possible, while also giving you a paper trail in case you choose to escalate your complaint.
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)
- (Engie doesn’t advertise a dedicated complaints email. The online form is the preferred written channel)
Tips: 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:
- Confirmation: 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 to a new timeframe, and outline next steps.
- Resolution: 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.
Engie complaints submitted through Ajust
When I moved into my new place, I didn’t expect to be without power for eight days. I couldn’t live in the house during that time, and trying to get Engie to recognise the impact felt exhausting. All I wanted was fair compensation for a situation that completely disrupted my move and left me out of pocket. - Andy
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
How do I choose the fastest way to submit an Engie complaint?
The fastest way is usually calling Engie Customer Care because many issues are fixed on the spot. If you prefer a written trail, the online form or live chat gives you a clear record of what you reported. Choosing the right channel depends on whether you want immediate help or documentation for follow-ups, which can make the complaint process smoother and easier to track.
How long does Engie normally take to resolve a complaint?
Engie aims to resolve complaints within 15 business days after acknowledging your issue. If it takes longer, they must explain why and agree on a new timeframe with you. Knowing these timelines helps you understand what’s reasonable and when it might be time to escalate your energy complaint for a faster outcome.
What should I do if Engie keeps delaying or isn’t taking my complaint seriously?
If Engie delays or isn’t progressing your complaint, you can request a Team Leader or the Customer Advocacy Team to review your case. When delays exceed expected timeframes, the Energy Ombudsman in your state can step in for free, independent help. This gives you more control and ensures your complaint keeps moving toward a fair resolution.
When should I escalate an Engie complaint to the Energy Ombudsman?
You should escalate to the Energy Ombudsman if Engie hasn’t resolved your issue within a reasonable time or stops responding. The Ombudsman can pause credit or disconnection actions while they investigate, which protects you during the dispute. This escalation often leads to clearer answers, corrected bills, or fair outcomes when earlier steps haven’t worked.
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.