How to Resolve Issues with Your Energy Provider in Australia
Published August 10, 2026
The truth is, not all relationships are perfect, including consumer-provider relationships. While not everyone complains about the energy providers in Australia, the situation might be completely different for other people. Knowing how to handle energy provider complaints in Australia can help you take the right steps towards resolving the issue. If the time comes when you will need to lodge a complaint, it would be helpful to know how to do this step-by-step to find a solution.
Problems you may have with your energy provider in Australia
- Mis-calculated energy bill
- Disrupted electricity or gas supply
- Unexpected price increase
- Unexpected cut off of the energy supply
- Unexpected charges or fees
- Unattended requests
- Bad customer service
How to deal with problems with your energy provider in Australia
▶︎ Contact your energy provider
Every problem you have should be reported to your energy provider. You need to make sure your provider knows about your problem. You can find their contact details at their website or on your energy bill. Once it has been established that you are indeed right in your claim, a good energy company will help you solve your problem without needing any further steps from your side.
▶︎ Gather necessary information
Information will be requested by the energy company in order to process your claim. Your account information needs to be available when calling customer services. It may be needed for them to verify this before proceeding any further.
It will be useful to gather additional information in order to prove your point, including your energy contract and energy bills which you are disputing. You will need to speak to a manager or officer from the energy company if you failed to resolve your dispute using the customer service assistance.
▶︎ Note your interactions
Informing the energy company of your problems is just the first step. It will be important for you to note down all the interaction between you and the company. Note the date and time of your interaction and name of the person you spoke to. Usually, a reference number is provided and should be noted down for your future use.
▶︎ Provide a reasonable timeframe
It might not be possible for all energy suppliers to solve your problem immediately. It is important to give a reasonable timeframe for them to reply to you with regards to how your problem is going to be solved. Let them know that you are expecting some kind of response.
▶︎ File a complaint in writing
You need to do this if they don’t solve your problem within a reasonable timeframe. You can file a complaint in writing either through the post or email. It would be a good idea to keep a copy of the letter just in case. As soon as they receive your complaint letter, you will get a reply from their customer service representative and you will be helped to solve your problem with your energy supplier in Australia.
Get external help
In case you have tried everything and you are still unable to solve your problem, then it is time to contact the energy ombudsman. This external dispute resolution process may be used as an alternate to legal action. Complaints may be filed with the ombudsman in order to solve your problem.
The problems that exist with your energy supplier could take different shapes and levels of severity. When some of these problems go unresolved, it could cause frustration, discomfort and even extra expenses, particularly when it comes to your energy bill payments. Thankfully, there is a reliable way to avoid having these kinds of problems and it involves choosing a credible energy provider in Australia. Doing that will be very simple and quick, particularly with the use of an energy comparison website.
For more practical guidance on energy provider complaints Australia, trust Utility Market to help you make informed energy choices. Follow us on Facebook for more energy tips, updates and useful guides.
