Complaints and disputes resolution

Contact your Account Manager or our Customer Service team on help-aus@smartestenergy.com.au providing details of your dissatisfaction. They will endeavour to respond to you within 5 business days, providing options for a resolution.

When a complaint is received, it is promptly logged and reviewed internally. If a complaint is complex—such as those involving multiple parties or other market participants, or if it cannot be resolved at the initial level of contact—it will be escalated to the head of the relevant department. This ensures that the issue is addressed thoroughly, and a mutually acceptable outcome is achieved.

At any point during the procedure, your complaint may be resolved by way of an explanation, taking appropriate remedial action and /or awarding compensation in certain circumstances.

It’s unlikely we won’t reach an agreement but if this is the case, you can contact the Energy Ombudsman for further help.  

You can find contact details in our complaints handling procedure document.