Complaints

How do I make a complaint to 1st Energy?

Let us know if we haven’t got something quite right and contact our helpful Customer Service Team on 1300 426 594. We’ll do our best to help you and you can ask to speak to a Team Leader if we haven’t sorted out the problem.

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 and work together to establish a resolution that is fair, legal and reasonable.

Any complaints we receive from our customers are handled in line with the 1st Energy Complaint Dispute Resolution Policy

We aim to review and resolve these enquiries as quickly and fairly as possible and we will keep you informed of our progress. If your enquiry relates to a disputed billing amount, we will not request payment of the disputed amount until the issue has been resolved.

How to contact us

It is our goal to make it as easy as possible for our customers to contact us to raise any concerns, so you can get in touch with us in a number of ways.

Online

Save money on stamps and fill out our online Complaints form below. This will go directly to our complaints team who will contact you to discuss your concerns

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Phone

Call us on 1300 426 594

We are available from 8.30am to 6pm AEST, Monday to Friday.

Via Mail

Address to:   Customer Advocacy

1st Energy Australia

PO BOX 1180

Hampton North 3188

Ombudsman

If you feel we have not resolved your complaint and are still unhappy with your situation, you can lodge your complaint with your relevant State Energy Ombudsman, an independent, free service. They will investigate and resolve disputes between our customers and us. All complaints and/or disputes received by an Ombudsman Scheme on behalf of you will be referred directly to our Customer Advocacy Team.

Here’s how you can contact your state’s Ombudsman:

New South Wales Energy and Water Ombudsman ·

Queensland Energy and Water Ombudsman ·

Victoria Energy and Water Ombudsman ·