How to Lodge a Complaint

Please include your name, contact details, and a clear description of your issue.

Our Complaint Handling Process

Acknowledgement: We will acknowledge your complaint as soon as possible..
Assessment: Our team will assess and investigate your concern. You will receive updates within 7 to 10 business days.
Resolution: We will aim to provide a response to any complaints within 15 business days of receipt. All complaints will be handled fairly, respectfully, and in accordance with our complaints handling procedures.
Response: We will provide a final response to any complaint within 25 business days of receipt, unless both parties agree to a further extension.

If You’re Not Satisfied

If you are not satisfied with the outcome, you may escalate your complaint to the relevant consumer protection authority:

Clean Energy Council:
Phone: 03 9929 4100
Address: Level 15, 222 Exhibition Street, Melbourne VIC 3000
Website: https://www.cleanenergycouncil.org.au/
Australian Competition & Consumer Commission:
Phone: 1300 304 054
Website: https://www.accc.gov.au/
Department of Mines, Industry Regulation and Safety:
Phone: 1300 302 502
Website: https://www.commerce.wa.gov.au/
Consumer Protection WA:
Phone: 1300 304 054
Email: consumer@dmirs.wa.gov.au
Website: https://www.commerce.wa.gov.au/consumer-protection/making-complaint

New Energy Tech Consumer Code (NETCC) Contact Details:

If you are not satisfied with the outcome, you may escalate your complaint to the relevant consumer protection authority:

energy & Water Ombudsman WA

To contact the Energy & Water Ombudsman WA, you can use the following information:

Phone: (08) 9220 7555
Freecall: 1800 117000
Email: energyandwater@ombudsman.wa.gov.au
Office Address: Level 2, Albert Facey House, 469 Wellington Street, Perth, WA 6000
Office hours: From 8:30 AM to 4:30 PM, Monday to Friday.