Our Customer Service

These are the service values and standards you can expect from Alinta Energy – and how you can help make us better.

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More than great energy

We understand the critical role that energy plays in the everyday lives of Australians. Here at Alinta Energy we will continue to focus on providing more than great energy.

  1. Caring, friendly and reliable service
  2. Always being here to help
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Great people to deal with

Offering great customer service is a big part of what we do, our Call Centres are based in the Perth CBD, the Latrobe Valley, Victoria and Melbourne CBD.

Our teams are true service professionals: skilled, passionate, and courteous, no matter where they are located.

We support and train our people to the highest standards and continuously look to improve performance and service provided.

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Service you can rely on

  • We answer phone calls and emails as soon as possible during normal office hours (Mon to Fri 8:00am to 6:00pm and Saturday 9am to 12pm AEST).
  • We aim to resolve your phone enquiries at the first point of contact
  • We aim to respond to emails within 5 business days
  • Or, if you send us a private message on Facebook we will get back to you within 2 business days
  • If we can’t resolve an enquiry at the first point of contact, we will take all steps necessary to have it resolved by the appropriate area of the business
  • We’ll be polite, helpful and sensitive to your needs, in all circumstances
  • We will take ownership and apologise if we get it wrong.
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We do not tolerate Domestic or Family Violence

Alinta Energy has a zero-tolerance approach to domestic and family violence. We're opposed to the misuse of our products or services to carry out such violence and we're committed to supporting affected customers. Customer safety is one of our top priorities, and our approach is guided by specialist organisations. For more information on the support available, see the Family & Domestic Violence Policy.

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How you can help us

Customer service is a two-way street, and we appreciate your help by:

  • Providing us with accurate information so we can find your best solution
  • When appropriate, working with us to solve problems
  • Understanding that sometimes the customer service person you are talking to may not have the authority or knowledge to deal with your request/concern and may refer it to a more qualified person
  • Treating our people with courtesy and respect

Tell us how we’re doing

We value your feedback because it helps us improve our service.

If we’ve provided more than better service to you

Telling us when you’ve received excellent customer service helps us recognise the efforts of our people and replicate what they’re doing well.

Trustpilot
Trustpilot

https://au.trustpilot.com/review/www.alintaenergy.com.au

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Google review

Google search ‘Alinta Energy’ & scroll down to ‘write a review’

Alternatively, you can send an email with your feedback to customer.service@alintaenergy.com.au

If we’ve disappointed you

We take all complaints seriously and handle them efficiently, fairly and confidentially. If we haven’t met your expectations with the service you’ve received, we ask that you tell us as soon as possible through our customer complaints process.

Visit us
Visit us

www.alintaenergy.com.au/complaintsanddisputes to lodge your feedback online

Write to us
Write to us

Alinta Energy – Feedback GPO Box 1302 Melbourne VIC 3001

We’re here to help

At Alinta Energy we’re always here to help and want to support our customers in any way we can. For available hardship, Government and payment assistance or if you would like to get in contact with our Retail Community Advocate, see below.


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.

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