Complaints & Disputes

We welcome your feedback, positive or negative. If you’re not happy with our service, the sooner you tell us the quicker we can put things right.

At Alinta Energy, we are committed to delivering the highest level of customer service. Letting us know about your experience with Alinta Energy helps us to improve the way we do business, our systems, policies, and procedures. If you have any feedback, or an issue you’d like us to explore, the information below outlines how to contact us.

How to provide feedback or lodge a complaint

Smiling woman in large room touching her headset and looking at monitor
Call Centre woman with headset
Online Form
Online Form

Click here to open Form

Post a letter
Post a letter

Alinta Energy
Locked Bag 55
Perth WA BC 6849

Call us
Call us

13 13 58

How to provide feedback or lodge a complaint

Smiling woman in large room touching her headset and looking at monitor
Call Centre woman with headset
Online Form
Online Form

Click here to open form

Post a letter
Post a letter

Alinta Energy
PO Box 16196
Collins Street West VIC 8007

Call us
Call us

13 37 02

We won’t keep you waiting

We’ll acknowledge your enquiry or written complaint within 2 business days of receiving it. And we’ll do our best to get back to you via your preferred contact method with an answer or solution within 7 business days. If we need more time, we’ll be in touch to tell you when you can expect to hear from us. We’ll also confirm how frequently you’d like to be updated.

Once you’ve received our answer or solution, please let us know within 10 business days if you’re not satisfied with it. If we don’t hear back from you by then, we’ll assume you’re satisfied with the outcome. Read our Complaints Management Policy.

Need to take things further?

If you’re still not satisfied and want to escalate the matter, we will refer your enquiry or complaint to our senior management. You are also free to contact the WA Energy Ombudsman. The Energy Ombudsman is an independent, free service that resolve disputes between domestic or small business customers and electricity and gas companies. Your local Energy Ombudsman’s contact details are below.

WESTERN AUSTRALIA

Energy and Water Ombudsman Western Australia
Phone: 08 9220 7588
Freecall: 1800 754 004 (free from landlines)

energyandwater@ombudsman.wa.gov.au
https://energyandwater.ombudsman.wa.gov.au/

We won’t keep you waiting

We’ll acknowledge your enquiry or written complaint within 2 business days of receiving it. And we’ll do our best to get back to you via your preferred contact method with an answer or solution within 5 business days. If we need more time, we’ll be in touch to tell you when you can expect to hear from us. We’ll also confirm how frequently you’d like to be updated.

Please refer to our ‘Standard Complaints and Dispute Resolution Policy and Procedure’ to know more about:

  • How to make a complaint
  • What happens after a complaint is made
  • How we handle complaints
  • Who to contact if you’re not satisfied with the outcome.

If you're unsure, please contact us and we’ll be happy to help.

Need to take things further?

If you’re still not satisfied and want to escalate the matter, we will refer your enquiry or complaint to our senior management. You can also contact your State Energy Ombudsman. The Energy Ombudsman is an independent, free service that seeks to resolve disputes between Residential customers and their electricity and gas company. Please note the Ombudsman can only assist after you have raised your complaint with us.

Download our Standard Complaints and Dispute Resolution Procedures.

Your local Energy Ombudsman’s contact details are below.

Energy and Water Ombudsman Victoria
Reply Paid 469
Melbourne, Victoria 8060
Freecall (from Australia) 1800 500 509
Freefax (from Australia) 1800 500 549
www.ewov.com.au

Energy and Water Ombudsman of New South Wales
Reply Paid 86550
Sydney South, New South Wales 1234
Freecall (from Australia) 1800 246 545
Freefax (from Australia) 1800 812 291
www.ewon.com.au

Energy and Water Ombudsman Western Australia
PO Box Z5386, St Georges Terrace, Perth WA, 6831
Freecall (from Australia) 1800 754 004
Fax 08 9220 7599
energyandwater.ombudsman.wa.gov.au

Energy and Water Ombudsman Queensland
PO Box 3640 South Brisbane BC, Queensland 4101
Freecall (from Australia) 1800 662 837
Fax 07 3087 9477
www.ewoq.com.au

Energy Industry Ombudsman of South Australia
GPO Box 2947 Adelaide, South Australia 5001
Freecall (from Australia) 1800 665 565
Freefax 1800 665 165 Overseas call +61 8 8216 1888
Overseas fax +61 8 8216 1844
www.ewosa.com.au


Acknowledgement of Country
Alinta Energy acknowledges the Traditional Custodians of the land on which we live, work and conduct our business operations.  We acknowledge the continuing connections of Aboriginal and Torres Strait Islander Peoples to Country and community. We pay our respect to their Elders past and present and extend that respect to all Aboriginal and Torres Strait Islander people.

campfire