Help & Support

Dispute Resolution

Complaints and Compliments

Thank you for providing us with the opportunity to resolve any enquiries you may have. Your feedback is appreciated and used to ensure we are continually improving our business to better meet your needs.

How to make a complaint

Simply Energy always aims to provide you with exceptional customer service. If you are unhappy with the service you have received or your expectations have not been met, our friendly Customer Care Team will work with you to resolve any concerns or complaints you may have. We will manage each complaint in a respectful manner. All complaints are handled in line with our Dispute Resolution Policy. For further information on how we will handle your complaint, you can access our Standard Complaints and Dispute Resolution Policy here.

You can contact our Customer Care Team on 13 88 08, or by email at info@simplyenergy.com.au or write to us at PO Box 210, Balwyn, VIC 3103.

Privacy

We take complaints and enquiries regarding privacy very seriously. If you have a query regarding our handling of your personal information, or would like to access or update your personal information, you can either:

  • email us at privacy@simplyenergy.com.au, or
  • write to us addressed to The Privacy Officer, Simply Energy, PO Box 210, Balwyn VIC 3103.

If you have an enquiry about how we handle your credit-related personal information, or would like to update or access your information, you can email us at credit.privacy@simplyenergy.com.au.

Our Privacy and Credit Information Management Policy here details how to raise privacy-related queries.

Do Not Contact List

If you would not like to be contacted by Simply Energy for sales and marketing purposes, call us on 13 88 08 or email us at info@simplyenergy.com.au and we will add you to our Do Not Contact list.

If you would like further investigation.

If our consultants have been unable to resolve your concerns, you can ask to speak to a team leader or one of our Customer Advocates in a specialised customer relations area, who will review your complaint and work with you to resolve your complaint. We will aim to resolve your complaint within 15 business days of you raising it.

If you have escalated the matter through our complaint handling process and your complaint remains unresolved, you can lodge a complaint with your relevant State Energy Ombudsman. The Energy Ombudsman is an office of last resort for complaints that you have not been able to resolve with us directly first. Each of the State Energy Ombudsman contact details are located in our Dispute Resolution Policy here.

Feedback

Letting us know about your experience helps us understand what you think we could do better and what we are doing right. We appreciate you taking time out of your day to provide feedback. If you have had a positive experience with us, we would love to hear about it so that we can recognise and reward our best performers, and make certain that we keep doing all the right things to ensure our customers are satisfied.

Government and Regulatory Information: National Energy Consumer Framework (NECF)

In July 2012, all of the state based regulatory frameworks for the retail energy market and energy distribution sector become a single set of national rules.

Australian Energy Market Commission (AEMC)

The national independent body who make rules for the Australian Energy Market (AEM).

Energy and Water Ombudsman Victoria

  • Freecall: 1800 500 509
  • Freefax: 1800 500 549
  • Interpreter:1300 408 265
  • NRS: 133 677
  • Email: ewovinfo@ewov.com.au

*Before you contact the Energy and Water Ombudsman of Victoria (EWOV), you must first log your complaint with your retailer.

Energy Industry Ombudsman of South Australia

  • Freecall: 1800 665 565
  • Freefax: 1800 665 165
  • Interpreter: 1300 408 265
  • NRS: 133 677
  • Email: contact@eiosa.com.au

*Before you contact the Energy and Water Ombudsman of South Australia (EWOSA), you must first log your complaint with your retailer.

Energy and Water Ombudsman of NSW

  • Freecall: 1800 246 545
  • Freefax: 1800 812 291
  • Interpreter: 1300 408 265
  • NRS: 133 677
  • Email: omb@ewon.com.au

*Before you contact the Energy and Water Ombudsman of NSW (EWON), you must first log your complaint with your retailer.

Independent Pricing and Regulatory Tribunal (NSW)

Visit www.ipart.nsw.gov.au

Energy & Water Ombudsman Queensland (EWOQ)

  • Freecall: 1800 662 837
  • Fax: (07) 3227 7068
  • Interpreter: 1300 408 265
  • NRS: 133 677
  • Email: info@ewoq.com.au

*Before you contact the Energy and Water Ombudsman of Queensland (EWOQ), you must first log your complaint with your retailer.

Australian Capital Territory Civil & Administrative Tribunal (ACAT)

*Before you contact the Australian Capital Territory Civil & Administrative Tribunal (ACAT) you must first log your complaint with your retailer.