Need to contact Engie and make sure they reply?
Engie customer support overview
Engie Australia (formerly Simply Energy) offers multiple ways for customers to get help (by phone, live chat, and online enquiry form) for billing questions, account changes, connection requests, and more. Support is available Monday to Friday, 8am–7pm AEST, with extended live chat hours.
As part of a global energy provider, Engie combines competitive rates and online account management tools (including the MyENGIE portal and app) with a focus on accessible service.
Customer feedback is mixed: many praise quick, friendly assistance and smooth account setup, while others cite delays or communication issues. Overall, Engie aims to provide clear, convenient support backed by its commitment to renewable energy and member perks for certain groups.
Common Engie customer issues and complaints
Recurring customer pain points include:
- Billing errors or unexpected charges: Incorrect bill calculations or surprise amounts after promotional credits.
- Refund delays: Slow processing of account credit refunds after switching away.
- Service connection delays: Missed scheduled move-in connections or meter setup issues.
- Customer service frustrations: Long resolution times, repeated follow-ups, or inconsistent information.
- Technical issues: Smart meter reading errors or problems accessing account data.
While many issues are eventually resolved, customers often recommend double-checking bills, requesting written confirmations, and escalating to a team leader if progress stalls.
How to contact Engie customer support
Phone Support:
- 📞 13 88 08 (within Australia) – Mon–Fri, 8am–7pm AEST
- 🌏 +61 3 9492 4315 (overseas)
Live Chat:
- Available via the Engie website Help Centre during business hours, with some extended weekday and weekend hours.
Online Contact Form:
- Submit and track enquiries via the MyENGIE portal. Attach documents for account updates, concessions, or refunds.
Email/Mail:
- Some specialist emails exist (e.g. CDR@help.engie.com.au for Consumer Data Right), but general queries should go via phone, chat, or form.
- Postal: ENGIE, PO Box 4408, Melbourne VIC 3001
💡 Tip: Have your account number ready, and use live chat for quick questions. Call for complex billing or connection issues.
Engie key customer policies: refunds, returns, cancellations and more
- Refunds: Request via the official Refund Request Form for account credit/overpayment. Processing times: ~4 business days (bank) or ~3 days (card).
- Cancellations: Most residential plans have no lock-in or exit fees. Final bills are pro-rated, with any credit refunded.
- Price Matching: No formal policy; retention team may discuss competitive offers.
- Equipment & Meter Issues: Faulty equipment replaced at no cost. Covered by manufacturer warranties.
- Billing Corrections: Overcharges due to Engie error are refunded in full.
Engie complaints submitted through Ajust
I tried to contact Engie after being without power for over a week when I moved house. It was impossible to get through to anyone who could help, and every day without electricity made things harder. I just needed someone to listen and take responsibility so I could get back on track. - Andy
Recent experiences with Engie customer service
Fast Resolution: Customers report positive experiences when agents resolve issues in one call.
Delayed Fixes: Some billing errors required weeks of follow-up before correction, with stress reduced only after escalation to a manager.
Mixed Turnarounds: Connection delays have been turned around quickly once acknowledged, with apologies and process improvements.
Official Engie Customer Service Links & Contact Information
- Engie Contact Us – Phone, live chat, and enquiry form
- Engie Help Centre – Billing, account, and technical FAQs
- Make a Complaint – Policy and escalation process
- Refund Request Form – PDF download and submission instructions
- Financial Hardship Policy – Payment plans and concessions
- MyENGIE Login – Manage your account online
Engie Contact FAQs
What are the best ways to contact Engie customer support quickly?
The fastest way to contact Engie Australia is via live chat through the Help Centre, which often has extended hours. For complex billing or connection issues, calling 13 88 08 (Mon–Fri, 8am–7pm AEST) is best. Using the MyENGIE portal to submit or track enquiries can also save time by keeping all communication in one place.
How long do Engie refunds take to process after switching providers?
Engie refunds typically take around four business days for bank transfers and three days for card payments. Delays can occur if forms are incomplete or account details aren’t verified. To speed things up, use Engie’s official Refund Request Form and confirm your payment method before submission.
What common issues do Engie customers face, and how can they be avoided?
Common Engie issues include billing errors, refund delays, and slow service connections. You can avoid frustration by checking each bill carefully, requesting written confirmation for changes, and escalating unresolved matters to a team leader early. Using the MyENGIE app helps monitor accounts and reduce unexpected charges.
Does Engie charge cancellation or exit fees on residential plans?
Most Engie residential energy plans have no lock-in contracts or exit fees. If you cancel, your final bill is calculated up to the disconnection date, and any credit is refunded. Always confirm your plan type in advance, as business or fixed-term contracts may differ.
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