Had an issue with OVO Energy? Get a real response.
How to submit a complaint with OVO Energy
Submitting a complaint to OVO Energy is straightforward, and choosing the right contact method helps you get faster results:
Phone (fastest for urgent issues): Call 1300 937 686 (Mon–Fri, 9am–5pm). Say clearly you’re making a complaint and have your account number, supply address, and contact details ready. Explain the problem and the outcome you want (e.g., bill correction, explanation, credit). The agent will log your complaint and resolve or escalate it.
Online (website or app): Log in to My OVO and go to Help/Support to use webchat or the online form (see “Make a Complaint” in the Help Centre). Webchat is quick for simple issues and can register formal complaints - write “Complaint” in your message, state the issue, and the outcome you want.
Email: Send a clear, concise email to hello@ovoenergy.com.au with your account details, dates, amounts, screenshots/photos (e.g., bill page), and the resolution you’re seeking. Use the subject “Complaint”. You should receive an acknowledgement and then a response.
Mail (slowest): Write to OVO Energy, Locked Bag 14120, Melbourne VIC 8001. Include account details, contact info, the issue, and what you want done. Expect acknowledgement via phone or email after they process it.
Accessibility & support: OVO accepts complaints at no cost via phone, web, email or letter, and can arrange interpreter services or accessibility support on request.
Here’s what to expect after you lodge a complaint:
1) Acknowledgement & case record: OVO logs your complaint and acknowledges within 48 hours (often sooner by phone/chat). Keep your reference number.
2) Investigation (usually begins within ~24 hours of acknowledgement): The team reviews your account, bills, plan details and any evidence you provided. They may contact you for clarification, meter readings, or documents. You’ll be updated via your preferred channel (phone/email/app).
3) Resolution timeline: OVO aims to resolve as quickly as possible. Many straightforward issues are fixed within hours to days. A standard upper limit is 8 weeks for complex cases. If they reach a final position you disagree with, you can request an internal review or escalate externally.
4) Communication & ownership: If the first agent can’t resolve it, your case goes to a specialist complaints team. You may be assigned a case manager who coordinates across billing, metering, or technical teams and keeps you informed.
5) Outcome & closure: You’ll get a clear explanation of what went wrong and how it’s being fixed. Typical outcomes include bill corrections, credits/refunds, plan changes, apologies, or explanations. You’ll receive confirmation once actions are completed.
6) If you’re not satisfied: You can reject the proposed resolution and ask for a higher-level internal review. Ongoing disputes about related charges generally pause adverse actions (e.g., disconnection for a disputed bill item) until resolved.
Common complaints against OVO Energy
Here are the themes that most often trigger complaints, and how to handle them:
1) Billing surprises or overcharging
High or confusing bills can stem from estimated reads, plan changes, bill smoothing, or demand charges.
What to do: Ask for a line-by-line explanation, submit current meter reads to validate usage, double-check tariffs, discounts, credits. If an error is confirmed, request a credit/refund and written confirmation.
2) Plan changes & rate increases
Introductory offers can roll to different plans or tariffs (e.g., feed-in credits changing).
What to do: Review OVO emails/app notifications for plan notices. If you were moved to a worse plan unexpectedly, ask to be moved back or compensated where appropriate. Set calendar reminders for end-of-benefit periods.
3) Customer service & communication issues
Some customers report scripted responses, missed call-backs, or being passed between teams.
What to do: Escalate politely to a supervisor or the complaints team, log names and times, consider switching channels (email ↔ phone) to create a paper trail.
4) Account closure, final bills & refunds
Issues include delays in final bills or credit refunds after switching.
What to do: Submit move-out/closure in writing via the portal, provide final read if required, and explicitly request a refund of any credit balance. Follow up if funds haven’t arrived within a reasonable timeframe.
5) Solar feed-in credits (FiT) or metering problems
Missing FiT credits or plan mismatches can underpay exports; metering faults can distort bills.
What to do: Gather plan documents and bills showing missing FiT; request correction and back-dated credits where applicable; confirm you’re on the correct solar plan.
Tip: For any issue, document everything (dates, reads, screenshots). Clear evidence speeds up corrections.
OVO Energy complaints submitted through Ajust
I raised a complaint after OVO debited me twice for $137 without sending any invoices, even after I’d cancelled my service. My usual bill was around half that, so the charges made no sense. The lack of documentation and explanation left me stressed and chasing answers just to understand what I was being billed for. - Bill
I complained because OVO kept charging me the same amount even after I installed solar and barely used grid power. They estimated my usage for months, including when my house was empty, and ignored repeated emails. When I finally got through on chat, I was offered a small credit instead of a real calculation of what I actually used. - Newton
I lodged a complaint after being hit with an electricity bill of over $2,000 for a single month, which was clearly wrong. OVO admitted there was a system issue but kept reversing credits and reapplying charges without notice. Bills were delayed, explanations were vague, and I had to constantly follow up just to understand my own account. - Lynda
I complained because OVO kept taking money from my account without sending any bills. I never received statements for months, despite promises that they were coming. Direct debits continued regardless, and there was no follow-up communication. It felt impossible to get clarity or accountability while money was still leaving my account. - Leyann
How other consumers OVO Energy complaints got resolved
Overpayment refund delayed → refunded after escalation: A customer who overpaid struggled to get a response. After escalating and clearly labelling it a billing complaint, OVO processed the refund.
High first bill due to demand charge → credited & plan change: A move-in triggered a demand peak that inflated the bill. OVO reviewed the context, credited part of the charge, and suggested a tariff/plan better suited to usage.
Missing solar feed-in credits → back-dated credits after escalation: A solar customer noticed $0 FiT after a plan shift. Internal escalation didn’t resolve it, but once external mediation was involved, OVO back-dated credits and restored the correct plan.
Follow this step-by-step ladder if your issue isn’t resolved:
Step 1 — Escalate within OVO
Ask the frontline agent to escalate your unresolved complaint to a supervisor or specialist complaints team. Confirm your case number and the specific outcome you’re seeking.
Step 2 — Request an internal review
If you reject the proposed resolution, ask for an internal review by senior staff. Summarise (in writing) why the outcome is inadequate and what would resolve it.
Step 3 — External escalation (Energy Ombudsman)
If it’s been ~8 weeks since first lodging, you’ve received a final position, or progress has stalled, contact your state Energy & Water Ombudsman (free, independent). Let OVO know you intend to lodge, this often accelerates movement. While an Ombudsman case is active and relates to the disputed amount, disconnection for that item is paused.
Preparation checklist for escalations
- Case/reference number, timeline of events
- Bills, plan documents, photos/screenshots, meter reads
- Notes of calls (dates, names, what was said)
- The resolution you want (credit amount, correction, apology, plan change)
If internal steps don’t resolve your issue, contact your state Energy & Water Ombudsman (free for consumers):
- NSW — EWON: 1800 246 545 · ewon.com.au
- QLD — EWOQ: 1800 662 837 · ewoq.com.au
- VIC — EWOV: 1800 500 509 · ewov.com.au
- SA — EWOSA: 1800 665 565 · ewosa.com.au
Also relevant (for systemic or misleading-conduct concerns): ACCC (accc.gov.au) and the Australian Energy Regulator (AER)/Energy Made Easy (energymadeeasy.gov.au). These bodies don’t usually resolve individual billing disputes (that’s the Ombudsman’s role) but they track and enforce compliance.
Important: Retailers must provide Ombudsman details on request. Have your case file ready when lodging externally.
Make a Complaint (Help Centre): Guidance and form to lodge a complaint via the OVO Help Centre.
Contact OVO:
Phone: 1300 937 686
Email: hello@ovoenergy.com.au
Webchat available via the Contact Us page.
Complaints Policy: Official outline of complaint steps, definitions, and response timeframes.
Energy Ombudsman by State:
Consumer & Regulatory Support:
OVO Energy Complaints FAQs
How easy is it to actually speak to a real person at OVO Energy Australia?
It’s generally very easy to reach a real person at OVO Energy, with most customers speaking to a local agent quickly. OVO’s Australian-based support team operates weekdays and offers phone and live chat, both known for short wait times. Many customers report resolving issues in one interaction without being transferred multiple times. This makes OVO stand out compared to larger energy providers with offshore or chatbot-heavy support.
What are the most common billing problems customers experience with OVO Energy?
The most common OVO Energy issues relate to billing, especially bill smoothing adjustments and final account reconciliations. Some customers are surprised by catch-up charges, higher-than-expected bills, or confusion around demand tariffs. These problems are usually administrative rather than errors, but they can feel frustrating without clear explanations. Most billing disputes are resolved after contacting support or requesting a detailed bill breakdown.
How long does OVO Energy take to process refunds after you close your account?
OVO Energy usually processes refunds within a reasonable timeframe, but some customers experience delays after closing their account. Credit balances are meant to be refunded automatically, though switching providers can sometimes slow the process. Customers who follow up typically receive their refund, and in some cases a goodwill credit. Keeping records and requesting confirmation helps speed things up if delays occur.
What should you do if OVO Energy doesn’t resolve your issue the first time?
If OVO Energy doesn’t resolve your issue initially, you should ask for internal escalation before taking it further. Most unresolved problems improve when reviewed by a supervisor or specialist team. If the issue still isn’t fixed, you can contact your state Energy Ombudsman for independent help. Escalation is most effective for billing disputes, refunds, or ongoing account errors that stall.
You’ve done your part, now it’s time to hold OVO Energy accountable.
Take the final step and submit a complaint that gets seen and responded to.