Customer assistance

Houston we have a problem

Now, we know, sometimes things might not go as smoothly as we'd like, and hey, we get it! 

That's why we've got our supercharged Support Process ready to roll.

 

we're here to listen, learn, and make things shine again. Because at Smart Energy, your satisfaction is as guaranteed as the sunrise! Let's power up and solve those snags together! 

 

You can call us 1300 133 055 on weekdays, between 8:00am and 6:00pm AEST.
We are closed during National Public Holidays.

Alternatively, you can write to us at Smart Energy Complaints by emailing

[email protected].

Please provide the following basic information with this correspondence:

  • account / Work order number (if available),
  • First & Last Name
  • Contact Details
  • Preferred Method of contact eg : Email
  • description of your problem.
  • anything else you would like to add

We aim to get back you ALL support cases within 24hrs Mon to Fri




Complaints Policy Expanded

How to contact us

Our commitment to addressing your concerns is highlighted by our accessibility in the various forms you can submit your complaints to us.

You can call us 1300 133 055 on weekdays, between 8:00am and 6:00pm AEST. We are closed during National Public Holidays.

Alternatively, you can write to us at Smart Energy Complaints by emailing [email protected]
 Please provide the following basic information with this correspondence: account number (if available), your name and preferred contact details and a description of your problem.


We aim to get back you ALL support cases within 24hrs Monday to Friday 8am to 6pm

If you can't resolve the complaint with your retailer, you can lodge a complaint with your local state or territory's fair trading or consumer protection agency.


The below agencies help With all Solar & battery installs, issues or products

 

 


Are you a Smart Energy Retail Customer ? 

Curious if you're basking in the radiant glow of Smart Energy Retail?

No need to break a sweat! Simply take a peek at your energy bill, and if you spot our vibrant logo shining proudly at the top, congratulations, you're part of the Smart Energy family!

But hey, if you're still not sure, fear not! You can always give our friendly customer service wizards a buzz, and they'll happily confirm if you're soaking up the sun with us.

Remember, with Smart Energy, the power is in your hands, and we're here to make sure your energy experience is as bright and brilliant as can be!

You can call us 1300 133 055 on weekdays, between 8:00am and 6:00pm AEST. We are closed during National Public Holidays.

Alternatively, you can write to us at Smart Energy Complaints by emailing [email protected]

Please provide the following basic information with this correspondence:

Please provide the following basic information with this correspondence:

  • account / Work order number (if available),
  • First & Last Name
  • Contact Details
  • Preferred Method of contact eg : Email
  • description of your problem.
  • anything else you would like to add

 

We aim to get back you ALL support cases within 24hrs Monday to Friday 8am to 6pm 

 

 

Ombudsman ( This is for Retail customers EG your electricity Bill is with SMART ENERGY)

We have an easy accessible complaints process in place should something go wrong. Please note that you also always have the option to contact the Energy & Water Ombudsman NSW or any other relevant state Ombudsman at any time for independent advice and assistance.

 

Contact details are below:

 

 

ACT Civil and Administrative Tribunal
(02) 6207 7740
acat.act.gov.au

Energy and Water Ombudsman Queensland
1800 662 837
ewoq.com.au

Energy and Water Ombudsman South Australia
1800 665 565
ewosa.com.au

Energy and Water Ombudsman Victoria
1800 500 509
ewov.com.au

Energy Ombudsman of Tasmania
1800 001 170
energyombudsman.tas.gov.au

Energy Ombudsman of Western Australia
08 9220 7588
ombudsman.wa.gov.au

Energy and Water Ombudsman NSW
Freecall 1800 246 545
[email protected]
ewon.com.au

 

Note: All Ombudsman Complaints are handled by Smart Energy’s Compliance team.

 

You can find our complaints policy here: Complaints policy