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Make a complaint

We’re sorry you're unhappy about something and keen to know how we can improve. This article explains the complaints process.

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Written by Dee
Updated over 7 months ago

Short answer

This article explains how to make an electricity, natural gas, internet or large business solar power purchase agreement complaint. For all other complaints, please complete our Contact us form. If you’d prefer to call, completing a few fields in the form displays the right phone number for your complaint.

Thanks for taking the time to get in touch. Your feedback will help us to improve our service.

What you can do

Make a complaint

1. Contact our customer service team

For electricity and natural gas – residential and small business customers

  • Online – contact us through our general enquiries form​

  • By phone – give us a call on 13 24 61 from Mon to Fri 8am–6pm (AEST) – our customer service team will do their best to sort things out

  • By post – send a letter to GPO Box 1199, Adelaide SA 5001. We promise to get back to you within five business days of receiving it

For internet

For solar power purchase agreement (PPA) – large business customers only

2. Ask to speak to a team leader

Feel like you need a little more help? Ask to take your concern to one of our Team Leaders. They’ll be able to work with you to sort out any problem you have.

3. Read more information

How we handle complaints

When a disagreement or issue arises between one of our team members and a customer, we follow this procedure:

  • We recommend you make your first contact with our helpful customer service team through phone or mail, as described above

  • We try to resolve all written complaints as quickly as possible and promise to be in touch within five business days. We’ll then let you know an expected timeframe for resolving your complaint, so you’ll always know what to expect in the process

  • We log all customer feedback and complaints in our system, so there’s always a record of it. After that, we review all feedback with the appropriate teams and identify any ongoing trends or opportunities to improve our products and services

  • If your complaint still isn’t resolved after you first get in touch, we recommend escalating the matter to one of the team leaders within our customer service centre

  • If you’ve escalated the matter through our team leaders and you still don’t feel as though your complaint’s been resolved, we suggest you contact your local ombudsman

Ombudsman

Most states offer a free and independent Energy Ombudsman Scheme that can provide information, advice and assistance to customers.

If your matter has been escalated through our complaint handling process and you still don’t feel that it’s been satisfactorily resolved, you can choose to have the situation reviewed by the relevant Energy Ombudsman Scheme in your state. Here’s how you can contact your state’s Ombudsman:

Your rights, entitlements and obligations

Under your agreement with Origin for the supply of energy, you have particular rights, entitlements and obligations that you mightn’t be aware of. To understand these more clearly, read through the Origin Energy Summary of Small Customer Rights, Entitlements and Obligations – electricity and natural gas (PDF 55 kB).

If you’d like more information, give us a call on 13 24 61 – we're always happy to help.

For our WA customers

A copy of the Gas Marketing Code of Conduct and Compendium of Gas Customer Licence Obligations is available below:

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