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Our policies and commitments
We are committed to providing the best service to our customers. Your feedback is crucial in our continuous efforts to improve and better meet your needs. If the service you've received from us hasn't met your expectations, we want to hear from you.
Start by getting in touch with our Team Leader.
Our friendly team will handle your concerns with fairness, clarity, and respect. You can reach us via online chat, call us at 13 88 08 (Mon-Fri 8 am-7 pm AEST), or complete the online contact form.
Speak to our Team Leader:
If you need more assistance and our Customer Care team hasn't been able to help, you can request to speak with our Team Leader. They will collaborate with you to resolve your complaint as quickly as possible following our Standard Complaints and Dispute Resolution Policy.
Contact your local ombudsman:
If you still feel that your complaint remains unresolved, please contact the ombudsman in your state or territory. Find the contact details below.
If our Customer Care team hasn’t been able to assist, you can ask to speak to a team leader. They’ll work with you to resolve your complaint within 15 business days of you raising it.
Making a complaint
New South Wales
Energy & Water Ombudsman NSW (EWON)
Freecall: 1800 246 545
Interpreter: 131 450
National Relay Service (NRS): 133 677
Email: [email protected]
Victoria
Energy and Water Ombudsman Victoria (EWOV)
Freecall: 1800 500 509
Interpreter: 131 450
National Relay Service (NRS): 133 677
Email: [email protected]
South Australia
Energy & Water Ombudsman SA (EWOSA)
Freecall: 1800 665 565
Interpreter: 131 450
National Relay Service (NRS): 133 677
Queensland
Energy & Water Ombudsman Queensland (EWOQ)
Freecall: 1800 662 837
Interpreter: 131 450
National Relay Service (NRS): 133 677
Email: [email protected]
Western Australia
Energy & Water Ombudsman Western Australia
Freecall: 1800 754 004
Email: [email protected]
Interpreter: 131 450
National Relay Service (NRS): 133 677
Australian Capital Territory
Australian Capital Territory Civil & Administrative Tribunal (ACAT)
Phone: 02 6207 1740
Interpreter: 1300 408 265
Email: [email protected]
Standard Complaints and Dispute Resolution Policy
Purpose:
At ENGIE, we are committed to delivering exceptional service and ensuring customer satisfaction. We recognize that, occasionally, concerns may arise. To address these concerns effectively and uphold our dedication to continuous improvement, ENGIE acknowledges that our customers reserve the right to make a complaint to us.
The purpose of ENGIE's Complaints Policy is to:
- Provide a clear and accessible avenue for customers to voice their concerns with ENGIE.
- Maintain openness, impartiality, and fairness when taking appropriate actions to resolve issues reported to ENGIE.
- Establish a system for addressing complaints promptly and effectively.
- Document, evaluate, and routinely review complaints as part of ongoing process improvement efforts.
How to Lodge a Complaint:
If our Customer Care team hasn't been able to assist you, you can request to speak with our Team Leader. They will work with you to resolve your complaint as quickly as possible. Our Team Leader will record the details of your complaint and give it impartial and fair consideration. They will collaborate with you on a sustainable resolution to prevent the situation from recurring. Your complaint will be acknowledged within 3 business days, and we will aim to resolve it within 15 business days. If, by any chance, your complaint is not resolved within 15 business days, we will work with you to establish a new timeframe.
What Happens If You Are Not Satisfied with the Outcome?
If you are not satisfied with the outcome of your complaint, you may take your complaint to the relevant external dispute resolution body, such as your local Ombudsman. The Ombudsman offers an independent and cost-free dispute resolution service for customers who have been unable to address their concerns directly with their energy retailer.
Our Policy:
ENGIE's Standard Complaints and Dispute Resolution Policy has been developed in accordance with the Australian Standard AS ISO 10002 (Customer satisfaction – Guidelines for complaints handling in organizations). The policy may be amended and updated from time to time.
Please view our Standards Complaints and Dispute Resolution Policy here.
For privacy queries, please view our Privacy Policy here.
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