Need to contact

Red Energy

and make sure they reply?

Red Energy, a 100% Australian-owned energy provider (part of Snowy Hydro), has won numerous Canstar Blue awards for exceptional customer satisfaction, reflecting their dedication to quality, locally-based customer support. Red Energy’s call centres and operations are entirely Australian-based, promising local representatives who understand your needs.

Support channels include a dedicated customer service line (131 806), an online enquiry form, and the MyAccount self-service portal for easy bill management and account updates. With operations based entirely in Australia, Red Energy emphasises quick, direct, and personalised customer interactions, maintaining high overall customer satisfaction, while continually working to address feedback and resolve issues.

Despite Red Energy’s strong reputation, common customer complaints include:

1. Billing Surprises & High Bills

Customers often report unexpectedly high bills due to estimated meter reads, unclear fees, or tariffs higher than initially advertised. This "bill shock" can be frustrating, particularly if not clearly communicated upfront.

2. Long Wait Times & Contact Difficulties

At peak times, customers sometimes experience extended wait times (30–60+ minutes) or call disconnections, making it challenging to reach a customer support representative quickly.

3. Customer Service Interactions

While many reviews highlight positive experiences, others describe instances of poor customer service, citing rude or unhelpful interactions. Service quality can sometimes vary, leading to mixed reviews.

4. Aggressive Payment Collection

Some customers find Red Energy’s approach to overdue payments overly aggressive, including frequent calls, letters, or disconnection threats, even for relatively small overdue balances or during difficult personal circumstances.

5. Account Changes & Meter Issues

Occasional administrative or technical errors (like unauthorised account transfers or problems after smart meter installations) have resulted in frustration, although these cases appear less frequent.

Red Energy actively addresses these concerns through clear policies and a structured complaints process.

Red Energy offers multiple easy ways to access support:

1. Phone Support

Call 131 806 (Mon–Fri 8:00am–8:30pm, Sat 9:00am–5:30pm AEST/AEDT) for immediate assistance. International callers dial +61 3 9977 6000.

2. Online Contact Form

Use Red Energy’s online enquiry form on their Contact Us page for non-urgent questions or formal complaints, ensuring a documented trail of your enquiry.

3. MyAccount Portal

Log into MyAccount online or via the app to manage bills, payments, or account details anytime without calling customer service.

4. Mail

For formal correspondence, write to:
Red Energy Pty Ltd, PO Box 4136, East Richmond VIC 3121.

5. Fax (rarely used)

Fax number: 1300 661 086.

Choosing the right method depends on urgency: use phone for immediate issues, online for documentation or less urgent queries.

Red Energy provides clear customer service policies:

• Refunds: Overpayments or credits are promptly refunded or credited back to your account.
  

• Cancellations: Flexible cancellation anytime, no exit fees for most residential plans. Provide notice via call or online, and a final bill or credit will follow.
  
  
• Price Match: No official policy, but Red Energy is known to negotiate or offer loyalty adjustments upon request.
  
  
• Additional Policies:
  
  
  • Payment Difficulty & Hardship Assistance: Comprehensive support including payment plans and government concessions.
    
    
  • Family Violence Policy: Confidential special assistance available for affected customers.
    
    
  • Complaints Handling: Structured, fair, and timely resolution process with escalation options.
    
    
  • Life Support & Medical Needs: Special protections and notifications provided to registered customers.
    
    
  • Privacy: Clear data handling practices protecting your personal information.
    
    

Red Energy’s customer-friendly policies aim to simplify service interactions and clearly outline customer rights and protections.