Complaints Process

Click Energy Complaints Process

Purpose:

At Click Energy we take pride in providing a reliable and hassle free service to our customers. Unfortunately, sometimes things go wrong.

We certainly don’t want our customers to be unhappy, so we;

  • Take your complaint seriously
  • Attempt to resolve your complaint at first contact
  • Will escalate the matter, if you’re not happy with the resolution offered.

Process:

To ensure that your complaint is lodged and dealt with immediately, we ask that you....

Step 1: Speak to us first.

Give us a chance to fix the problem directly. We will investigate what went wrong and seek an immediate solution.

There are 2 options you can choose from to let us know about your complaint.

  1. Send us an e-mail with your details to complaints@clickenergy.com.au. Don’t forget to include your:
    1. Name
    2. Customer Number
    3. Address
  2. Speak to one of our customer service staff on 1800 77 59 29 (Select option 4). Our office is open from Monday to Friday from 9.00am – 6.00pm AEST. If you cannot call us during these hours, call anyway and leave a voicemail. We will return your call ASAP when we return to work.

Step 2: Speak to one of our Team Leaders

If we cannot resolve your complaint within 10 business days and you’re not happy with how things are progressing – please let us know and we will escalate the matter to one of our Team Leaders.

Our Team Leaders will work with you to further understand and resolve your complaint, they will also let you know what the outcome of your complaint is within 2 days from initial contact.

Step 3: Your Local Energy & Water Ombudsman (EWO).

If we still haven’t got it right and you’re not happy with how things have gone, please contact your states Energy & Water Ombudsman.

This is a free, fair, unbiased and independent resolution service available for Electricity, Gas & Water customers.

For Victoria

Energy and Water Ombudsman (Victoria) - www.ewov.com.au

GPO Box 469, Melbourne, Victoria 3001
Free call (except mobile phones): 1800 500 509
TTY for hearing impaired customers: 188 500 529

For NSW

Energy and Water Ombudsman New South Wales - www.ewon.com.au

PO Box K1343, Haymarket, NSW, 1240
Free call: 1800 246 545
Email: omb@ewon.com.au

For QLD

Energy and Water Ombudsman Queensland - www.ewoq.com.au

PO box 3640, South Brisbane, Queensland, 4101
Free call: 1800 662 837
Email: complaints@ewoq.com.au

For SA

Energy and Water Ombudsman SA - www.ewosa.com.au

GPO Box 2947, Adelaide, SA 5001
Free Call: 1800 665 565

For Interpreter service for languages other than English please call: 13 14 50

Se avete bisogno di un interprete, per favore telefonate al numero riportato sopra

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N?u b?n c?n m?t thng d?ch vin, xin vui lng g?i s? ?i?n tho?i trn

Si necesita un intrprete, llame al nmero arriba

If you have a hearing or speech impairment, please call us via the National Relay Service.

Dial 133 677 from your TTY phone and ask to be connected to 131 806.