Had an issue with Red Energy? Get a real response.
How to submit a complaint with Red Energy
Submitting a complaint to Red Energy is straightforward and designed for convenience:
- Call Red Energy Customer Care: Dial 131 806 (Mon–Fri 8:00am–8:30pm, Sat 9:00am–5:30pm AEST/AEDT). Provide your account details, clearly explain the issue, and speak directly with an Australian-based representative.
- Online Complaint Form: Use Red Energy’s official contact form (select “Making a Complaint”). Ideal for non-urgent issues, it ensures you have a written record.
- Email Your Complaint: Send your issue directly to info@redenergy.com.au. Include your name, account details, issue description, and supporting documents like photos or bills for faster resolution.
- Postal Mail (if necessary): Address complaints to Red Energy Pty Ltd, PO Box 4136, East Richmond VIC 3121. Postal methods take longer, use this if digital methods aren’t suitable.
Note: Red Energy does not offer in-person complaint submissions. Always use phone, online form, or email for prompt service.
Red Energy’s complaint handling is transparent, fair, and aims for quick resolution:
- Acknowledgment & Initial Response: You’ll receive an acknowledgment promptly. Often, the customer service team resolves issues at first contact.
- Investigation & Ongoing Communication: Your issue will be thoroughly investigated. Red Energy may contact you for more information, keep you updated on progress, and set clear timelines.
- Resolution & Outcome: Upon reaching a solution, Red Energy will clearly communicate the resolution (e.g., bill adjustment or account credit) and the reason behind it.
- Case Escalation: If the initial resolution doesn’t meet expectations, request internal escalation to a senior representative or dedicated case manager.
- Timely Commitments: Most complaints are resolved quickly, but complex cases may require weeks. Red Energy adheres strictly to regulatory standards to ensure timely outcomes.
Transparency and communication are hallmarks of Red Energy’s award-winning customer service.
Common complaints against Red Energy
The most frequent complaints customers face with Red Energy include:
- High Bills and Billing Errors: Unexpected charges or inflated bills due to incorrect or estimated meter readings.
- Poor Customer Service: Occasional rude interactions, long wait times, or unhelpful support responses.
- Account Changes & Miscommunication: Discrepancies in advertised rates or discounts due to misunderstanding or administrative mistakes.
- Missing Discounts & Rebates: Credits such as solar feed-in tariffs or government rebates missing from bills.
- Payment Difficulties & Plans: Issues establishing or maintaining payment plans, including unfair threats of disconnection despite agreed arrangements.
- Technical & Supply Issues: Smart meter configuration errors, outages, or lack of notification about maintenance disruptions.
All these issues are resolvable, early reporting and clear communication with Red Energy expedite resolutions.
Red Energy complaints submitted through Ajust
I wasn’t living in my house for weeks, yet my Red Energy bill showed almost the same electricity use as when I was home. I had someone check and everything was switched off, but the charges kept adding up. I raised a complaint because the numbers didn’t make sense and I just wanted the meter or bill properly investigated so I wasn’t paying for power I didn’t use. - Maira
Red Energy’s website told me they could supply my apartment, so I signed up in good faith. Later I found out they never could, yet they still set up an account and ran a credit check that damaged my credit score. What upset me most was the lack of accountability. I complained because misleading information shouldn’t result in long-term financial consequences. - Christopher
We experience frequent power outages in our town, sometimes lasting more than 12 hours. Food spoils, work is disrupted, and there’s very little communication or support when it happens. I made a complaint because these interruptions are ongoing and have real financial and daily impacts on our household. Reliable supply and faster responses shouldn’t be too much to expect. - Elisabeth
I received a disconnection notice over a high bill, even though I was trying to pay it. Every time I called, no one answered, and the phone just rang out. After 15 years as a customer, that was the final straw. I complained because being threatened with disconnection while unable to get help feels completely unfair. - Travis
How other consumers Red Energy complaints got resolved
Case 1: Bill Overcharge Resolved:
Issue: Steve received an incorrect gas bill ($1,000 instead of ~$100).
Resolution: Persistently communicated via email, provided photographic meter proof. Red Energy corrected the bill after deep investigation and refunded the overcharge.
Case 2: Missing Rebate Applied
Issue: Jane’s concession rebate was omitted from her electricity bill.
Resolution: Customer service quickly acknowledged the oversight, applied rebate, and credited backdated amount.
Case 3: Payment Plan Restored
Issue: John’s payment plan agreement was revoked unfairly, with threats of disconnection.
Resolution: Formal internal complaint mentioning Ombudsman led Red Energy to restore the payment arrangement.
If initial handling is unsatisfactory, follow these escalation pathways:
- Internal Escalation: Request review by a supervisor, senior representative, or Complaints Resolution Team. Clearly state your unresolved issue and desired outcome.
- External Escalation – Energy Ombudsman: If internal resolution fails, contact your state Energy Ombudsman. It's free, impartial, and powerful in achieving fair solutions quickly.
- Other Authorities (ACCC, Consumer Affairs): Report breaches of consumer law or systemic issues to ACCC or your state’s Consumer Affairs office, though typically the Ombudsman is the primary external resource.
Always keep detailed records of interactions for escalation purposes.
External help is available when needed:
- Energy Ombudsman Contacts:
- Australian Energy Regulator (AER): Monitors energy retailers’ compliance, ensuring regulations are followed (wrongful disconnections, hardship policies).
- Australian Competition & Consumer Commission (ACCC): Handles misleading advertising or unfair practices.
Escalate externally after giving Red Energy the opportunity to resolve your complaint internally.
Access official resources quickly:
- Online Complaint Form
- Customer Care Phone: 131 806
- Complaint Email: info@redenergy.com.au
- Complaint Management and Dispute Resolution Policy (PDF)
- Energy Hardship Program – Energy Assist
- Energy Ombudsman Contacts
- AER – Complaint Guide
- ACCC – Consumer Rights
Red Energy Complaints FAQs
What is the fastest way to submit a complaint to Red Energy and get a response?
Calling Red Energy on 131 806 is usually the fastest way to submit a complaint and get an immediate response. You can explain the issue directly to an Australian-based representative and often resolve simpler problems on the spot. This option works best for urgent billing issues, payment problems, or service disruptions where delays could cause stress or financial impact. Having your account number and evidence ready helps speed things up.
How long does Red Energy usually take to resolve a complaint?
Most Red Energy complaints are resolved quickly, often at first contact, but complex cases can take several weeks. Straightforward billing errors or missing rebates are typically fixed faster, while disputes requiring investigation may need more time. Red Energy is required to follow energy regulation timeframes and should keep you updated throughout the process. If delays occur, you can request clear timelines or escalate internally.
What should I do if Red Energy doesn’t fix my complaint properly?
If Red Energy’s response doesn’t resolve your issue, you should request an internal escalation to a senior representative or complaints team. Clearly restate the problem, explain why the outcome is unsatisfactory, and outline what you want fixed. If this still fails, you can escalate externally to your state Energy Ombudsman, which is free and often leads to faster, fairer outcomes for unresolved energy complaints.
What are the most common reasons people complain about Red Energy?
The most common Red Energy complaints involve high bills, billing errors, missing rebates, and payment plan problems. Customers also report issues with customer service delays, miscommunication about rates or discounts, and technical problems like smart meter errors. These issues are usually resolvable when raised early with clear evidence. Keeping records and communicating clearly increases your chances of a quick and fair resolution.
You’ve done your part, now it’s time to hold Red Energy accountable.
Take the final step and submit a complaint that gets seen and responded to.