Need to contact

Origin Energy

and make sure they reply?

Origin Energy provides extensive customer support across phone, live chat, digital self-service, and specialist teams – all designed to help customers manage electricity, gas, broadband and solar accounts with ease.

• Phone support is available via 13 24 61 for residential customers, operating weekdays from 8am to 6pm. Specialist numbers include 13 35 74 for LPG support and separate lines for Origin Broadband and business accounts.
  
  
• Live Chat is accessible from Origin’s website Monday to Friday (8am–9pm AEDT) and Saturdays (8am–5pm AEDT), offering help with billing, moving house, and more.
  
  
• Self-service options are available via the My Account portal and Origin’s mobile app, where customers can manage bills, payments, usage, and service transfers.
  
  
• Email/contact form support is also available for more complex or non-urgent queries.
  
  
• Social support is offered through Facebook and Twitter, where digital agents may assist or direct users to private channels.
  
  
• Specialist teams exist for moving house, solar/battery setups, and hardship support (via the Power On program).
  
  
• Emergency support is handled by energy distributors, not Origin directly – contact numbers are listed on bills and Origin’s website.
  
  

Overall, Origin’s multi-channel customer support is known for responsiveness and a strong reputation in customer satisfaction, making it a standout among major energy providers.

While many customers rate Origin’s support highly, common issues include:

• Billing shocks due to estimated reads corrected later (e.g. surprise bills after long periods of undercharging).
  
  
• Rate increases during market price changes, leading to customer dissatisfaction.
  
  
• Missed technician appointments for meter installs or solar work, often tied to contractor miscommunication.
  
  
• Delays in service restoration, especially when multiple follow-ups are needed to get action.
  
  
• Long wait times during peak billing periods or widespread outages.
  
  
• Mixed experiences with online chat – some find it efficient, others feel redirected or receive canned replies.
  
  
• Plan terms confusion, especially when feed-in tariffs or promotional discounts change.
  
  
• Communication lapses where customers feel ignored or not followed up.
  
  

However, Origin is also frequently praised for proactive service – like agents offering cheaper plans during bill queries, or reaching out when usage spikes unexpectedly. Overall, Origin's complaints are often tied to isolated incidents, while ongoing customer satisfaction remains high.

• Phone: Call 13 24 61 (Mon–Fri, 8am–6pm local time) for electricity and gas support. Use 13 35 74 for LPG, and check Origin’s website for broadband or business numbers.
  
  
• Live Chat: Available from the Origin website under “Help & Support”. Operating Mon–Fri to 9pm and Sat to 5pm AEDT. Use for billing, moving house, payment extensions, and more.
  
  
• Online Form: Submit queries via the web contact form for written replies within 1–2 business days. Suitable for complaints or detailed issues.
  
  
• My Account portal/app: Manage bills, usage, and account details. Request extensions, change plans, and initiate live chat or callback without needing to call.
  
  
• Social Media: Message Origin via Facebook or Twitter (@OriginEnergy). Use DMs for privacy and quick help during business hours.
  
  
• Hardship Assistance: Call 13 24 61 and ask for the hardship team or access via chat. The “Power On” program offers payment support without judgment.
  
  
• Emergencies: Contact your energy distributor (listed on your bill) for gas leaks or power outages. Origin’s team will redirect if needed.
  

• Billing Adjustments: Overcharges are refunded or credited. Undercharges due to Origin’s error can only be back-billed for 9 months (by law).
  
  
• Payment Extensions: Can be requested online, via chat, or phone before the due date. Origin is flexible with these, especially if requested early.
  
  
• Hardship Policy: The Power On program offers bill waivers, matching payments, energy-saving help, and support referrals. Customers in crisis can access $0 payment plans temporarily.
  
  
• Account Closure & Moving: No exit fees for most residential plans. When moving, Origin can transfer your service – or close and issue a final bill. Refunds are given for any credit balances.
  
  
• Refunds & Credits: Origin will refund overpaid amounts or balances upon account closure, usually via the original payment method. Credits from service errors or guarantee breaches are applied automatically or upon request.
  
  
• Cancellations: Most plans are no-lock-in. Origin Broadband and solar contracts may have separate conditions (e.g. hardware returns or repayment on cancellation).
  
  
• Complaints: Resolved within 10 business days where possible. If unresolved, Origin advises customers of Ombudsman options.
  
  
• Price Notifications: Origin provides advance notice of rate changes. Customers can switch plans or providers without penalty.
  
  
• Loyalty Perks: Programs like Everyday Rewards and Velocity earn points for bill payments, but these may change without compensation.