Had an issue with

OVO Energy

? Get a real response.

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.

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.