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.

How to provide feedback or lodge a complaint

Call us

1300 860 833 (Monday to Friday 8am to 7pm)

Write to us

Alinta Energy – Feedback GPO Box 1302 Melbourne VIC 3001


We won’t keep you waiting

We’ll acknowledge your enquiry or complaint within 24 hours of receiving it. And we’ll do our best to get back to you 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.

Unless you’ve instructed us otherwise, we’ll respond to your enquiry or complaint by phone.

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.

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 your State Energy Ombudsman. The Energy Ombudsman is an independent, free service that resolve disputes between domestic or business customers and electricity and gas companies. Your local Energy Ombudsman’s contact details are below.

SOUTH AUSTRALIA

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

VICTORIA

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

NEW SOUTH WALES

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

QUEENSLAND

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

Download our Standard Complaints and Dispute Resolution Procedures.