Complaints

Getting your complaint heard

At TRUenergy, we recognise that even in the best run organisations, things can sometimes go wrong. If you are unhappy with our service for any reason, please let us know and we will investigate your enquiry or complaint, and endeavour to resolve it to your satisfaction.

Please talk to us first

If you have a query or complaint relating to our service, please contact us on 133 466, or email us and we will work with you to resolve any issues. We aim to resolve your complaint at your first point of contact with us. If this is not possible, we will continue to follow up on your enquiry and call you with updates and resolutions as soon as possible. Customer Satisfaction really matters to us.

We’re here to help

If you do not feel that we have resolved your enquiry to your satisfaction, we will escalate your complaint to our Customer Resolutions Team. Customer Resolutions is a highly skilled specialist team, there to ensure your satisfaction. A personal representative from the team will handle the investigation of your complaint and give you their contact details so that you have the confidence that your issue is important to us.

You can contact the Customer Resolutions Team by:

Email: resolutions@truenergy.com.au
Fax: (03) 9670 9496
Mail: “The Customer Resolutions Manager” Locked Bag 14060, Melbourne 8001.

We aim to review and resolve these enquiries as quickly and fairly as possible. If your complaint cannot be resolved, we will keep you informed of our progress, and agree upon an extension of time with you.

We will respond to your query within 5 business days upon receipt of your correspondence.

Unhappy about the outcome of your complaint?

In the unlikely event that we cannot resolve your concerns, you can lodge your complaint with your State Energy Ombudsman, an independent, free service. They will investigate and resolve disputes between our customers and us. For details on how to contact your Energy Ombudsman please see below.

VICTORIA

Energy and Water Ombudsman of Victoria
GPO Box 469D, Melbourne, VIC 3001
Freecall (except mobile phones): 1800 500 509
Telephone Interpreter Service: 131 450
TTY (for hearing impaired customers): 1800 500 529

Essential Services Commission
Level 2, 35 Spring Street, Melbourne, VIC 3000
Enquiries: 03 9651 0222
www.esc.vic.gov.au

 

SOUTH AUSTRALIA

Energy Industry Ombudsman of South Australia
GPO Box 2947, Adelaide, South Australia, 5001
Freecall (from Australia): 1800 665 565
Freefax: 1800 665 165
Overseas call: 61 8 8216 1888
Overseas Fax: 61 8 8216 1844
www.eiosa.com.au

Essential Services Commission of South Australia
GPO Box 2605, Adelaide, South Australia, 5001
Phone: 08 8463 4444
Fax: 08 8463 4449
www.escosa.sa.gov.au

 

NSW & ACT

Energy and Water Ombudsman of New South Wales
Freecall: 1800 246 545
Freefax: 1800 812291
Mail: PO Box K1343, Haymarket 1240
Online: www.ewon.com.au
Email: info@ewon.com.au

QUEENSLAND

Energy Ombudsman of Queensland
Freecall: 1800 662 837
Mail: PO Box 3640 South Brisbane QLD 4101
Online: www.eoq.com.au
Email: General Enquiries info@eoq.com.au, Complaints complaints@eoq.com.au

 

Making A Claim

If you've incurred expenses due to a problem with your gas or electricity supply that you feel was of our doing, you can make a claim for your expenses to be reimbursed. We pay out claims for direct loss only (e.g. spoilt food, mobile phone expenses) that you may have incurred as a direct consequence of an error on our behalf.

Just send in a claim form with relevant receipts and itemised lists, to substantiate the amount and items you are claiming. Unfortunately we can’t pay out a claim for stress, lost wages or time.

Once we have received your claim form we will investigate the circumstances surrounding your claim and will advise you of an outcome within 10 working days.

If you have suffered a power outage due to an electrical storm or black out that affects your neighbours, then you should make a claim to the distribution company who is responsible for the poles, wires, and meters that deliver electricity to your home.

TRUenergy_ClaimForm.pdf (.pdf file, 46 kb)

TRUenergy_Release.pdf (.pdf file, 23 kb)