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

13 13 58 (Monday to Friday 7am to 7pm or Saturday 8am to 12pm)

Write to us

Alinta Energy - Locked Bag 55, Perth, WA BC 6849

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.

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
www.ombudsman.wa.gov.au/energyandwater