Complaints and Feedback

Let us know if we haven’t got something quite right

Our aim is to provide you with the best level of service. If you feel that we have not met your expectations in some way, or if you are unhappy with the service you received please let us know. We will assess each situation in line with our Complaints and Dispute Resolution Procedure and work together to find a resolution that is fair, legal and reasonable.

You can make a complaint in one of the following ways

  1. Email us with some details at complaint@energytrade.com.au
  2. Call us on 1300 001 255
  3. Write to us at Suite 17, 117 Old Pittwater Rd, Brookvale, NSW 2100
  4. Contact the Energy Ombudsman in your state.
    Customers have the right to contact the Energy Ombudsman at any time. However, we hope that our customers will contact us in the first instance to give us a chance to rectify any issues.

New South Wales
Energy and Water Ombudsman NSW

Mail: Reply Paid 86550, Sydney South NSW 1234
Phone: 1800 246 545
Fax: 1800 812 291
Email: complaints@ewon.com.au 
Website: www.ewon.com.au 

Victoria
Energy and Water Ombudsman Victoria

Mail: Reply Paid 469, Melbourne VIC 8060
Phone: 1800 500 509
Email: ewovinfo@ewov.com.au
Website: www.ewov.com.au

Queensland
Energy and Water Ombudsman Queensland

Mail: PO Box 3640 South Brisbane BC, Qld 4101
Phone: 1800 662 83
Email: complaints@ewoq.com.au or info@ewoq.com.au
Website: www.ewoq.com.au

South Australia
Energy and Water Ombudsman South Australia

Mail: GPO Box 2947, Adelaide SA 5001
Phone:
1800 665 565
Fax:
1800 665 165
Website: www.ewosa.com.au

Australian Capital Territory
ACT Civil and Administrative Tribunal

Mail: GPO Box 370, Canberra ACT 2601
Phone: (02) 6207 1740
Fax: (02) 6205 4855
Email: tribunal@act.gov.au
Website: www.acat.act.gov.au

Complaint and Dispute resolution procedure
We have partnered with Energy Locals Pty Ltd (trading as “Energy Trade Retail”) (ABN: 23 606 408 879) to provide the electricity Retail Services to our customers. As part of that agreement, Energy Trade will investigate customer complaints in line with Energy Locals Complaints and Dispute Resolution policy.

Read our full Complaints and Dispute Resolution Procedures

Need to talk energy?
Get in touch with us today

Contact us 1300 001 255