Need to contact

OVO Energy

and make sure they reply?

OVO Energy Australia, launched in 2019, is known for approachable, Aussie-based support and straightforward service. Customers can contact OVO via phone, live web chat, email, or through the My OVO app. Their Melbourne-based support centre operates weekdays, ensuring quick access to local representatives.

OVO maintains a strong reputation with 4-star reviews on Trustpilot and ~3.5 stars on ProductReview. Customers often praise the team’s ability to answer questions promptly without long hold times or multiple transfers. OVO’s ethos, “energy the way it should be,” extends to customer service: short waits, clear communication, and personalised follow-ups when needed.

While OVO has a positive reputation, common complaints include:

• Billing disputes: Surprise charges or higher-than-expected reconciliations after Bill Smoothing. Some customers reported overcharging or double billing.
  
  
• Refund delays after closure: Customers switching away from OVO occasionally faced slow refunds of credit balances.
  
  
• Unexpected charges: Confusion around demand tariffs or catch-up bills after missed payments.
  
  
• Payment options: OVO requires direct debit and paperless billing, which some customers find restrictive.
  
  
• Service limitations: OVO provides electricity only (no gas), meaning customers may need a second provider.
  
  
• Customer service missteps: A minority report dismissive agents, though escalation usually resolves issues.
  

Most concerns focus on billing transparency and final account handling, rather than outages or long wait times.

 Ways to reach OVO Energy:

• Phone: Call 1300 937 686 (Mon–Fri, 9am–5pm AEST/AEDT). Average wait ~30 seconds. If you miss a call, OVO aims to return it within 4 hours.
  
  
• Live Web Chat: Available on the OVO Contact Page. Average wait ~1 minute. Great for billing queries or quick help.
  
  
• Email: hello@ovoenergy.com.au (general support) or support@ovoenergy.com.au (complaints/escalations). Average response ~5 hours during business hours.
  
  
• My OVO App: Manage bills, usage, payments, and submit meter readings. Available on iOS and Android.
  
  
• Social Media: OVO Energy is active on Facebook for general queries, though sensitive issues are redirected to secure channels.
  
  

Tip: Have your account number ready. For unresolved issues, request escalation to a supervisor.

• No lock-in contracts: Cancel anytime with no exit fees. Pay only for energy used until your end date.
  
  
• Bill Smoothing: Equal monthly instalments with annual reconciliation. If you’re in credit, OVO pays 3% interest on the balance.
  
  
• Refund policy: Credit balances refunded automatically at closure, or on request anytime. Delays are rare but can occur.
  
  
• Complaints handling: Escalate unresolved issues internally, then to your state Energy Ombudsman if needed.
  
  
• Hardship support: Payment plans and concessions available for customers in financial difficulty.
  
  
• Outages: OVO coordinates with local distributors but provides guidance and contact numbers.
  
  
• GreenPower & solar: Options are flexible. You can add, remove, or adjust renewable add-ons without penalty.