Complaints Policy

Complaints can be made to us by account holders, residents and those we supply, who are dissatisfied with our services. This can include:

• billing and/or account information
• access to payment plans, rebates and/or concessions
• the quality and reliability of supply
• connection, accessing additional services, and/or problems with the meter.

You need to tell us what you are complaining about and what you would like to happen to resolve your complaint. You can make a complaint:

By phone: 1300 110 100 (Monday – Friday, 9am – 5pm AEST)

Email: complaints@flipped.energy

More information about how we handle complaints can be found in our Complaints Policy.

If you are not satisfied with the outcome to your complaint, we will tell you about other options available to you, including:

the Energy & Water Ombudsman NSW (EWON).
Website www.ewon.com.au

We will inform people who make complaints to or about us about any internal or external review options available to them, including the Energy & Water Ombudsman NSW (EWON).

All our customers have the right to contact the Energy & Water Ombudsman NSW (EWON), including to lodge a complaint or for free independent information and advice. EWON is the government approved dispute resolution scheme for New South Wales energy customers. EWON investigates and resolves complaints from customers of electricity and gas providers, and some water providers.

Energy & Water Ombudsman NSW
Freecall: 1800 246 545
Website: www.ewon.com.au
Post: Reply Paid 86550, Sydney South NSW 1234

Download Complaints Policy (PDF)