Complaints and Dispute Resolution Policy

Complaints – Electricity

We want to resolve any issues with your electricity supply quickly and fairly. Below you’ll find useful self‑service links, instructions on how to lodge a complaint, details on how we handle complaints and information on where to get independent help if you’re not satisfied.

Popular topics

These articles may answer your question without lodging a complaint:

• Unexpected high bill, estimated bills or refunds – find out why your bill may be higher than expected, how estimated reads work and how to request a refund.
• Financial support – explore payment‑assistance options if you’re having trouble paying your electricity bill.
• Network outages – check current electricity outages in your area and learn how to report a fault.

Make a complaint

If you’ve spoken to our electricity customer service team and still need more support, contact our complaints specialist. Please include your account number and as much detail as possible so we can investigate quickly.

Complaint type	How to contact us	Hours (AEST)
Electricity	Email:complaints@eurokaenergy.au;                  Phone: 1800 161 969		8 am – 6 pm Mon – Fri

Our customer service team is your first point of contact. If you’re not satisfied with the response, you can ask to speak to a team leader.  

How we handle complaints

We aim to resolve issues quickly, fairly and collaboratively. When you lodge a complaint, we will:

• Acknowledge and investigate – we’ll acknowledge written complaints promptly and aim to respond within five business days with an expected timeframe for resolution
• Keep records and review – we log all feedback and review it with relevant teams to spot trends and improve our services 
• Escalate if needed – if your complaint isn’t resolved after initial contact, ask to speak to a team leader; we’ll keep you informed at every step 
• Respect your privacy – we treat your complaint as private and confidential and always treat you with respect.

Most issues are resolved within a few days, but some may take longer due to complexity.

Further support

Most matters can be resolved through our complaints process, but if you’re not satisfied you can contact your state’s Energy & Water Ombudsman for free, independent advice and assistance. The Ombudsman can investigate electricity complaints that remain unresolved after escalation. Contact details vary by state; please visit the Energy & Water Ombudsman website relevant to your state or territory for more information.

Your rights and obligations

Under your contract with Euroka Energy, you have specific rights and obligations. For more information, see our Summary of Small Customer Rights, Entitlements and Obligations (PDF). If you have questions about your rights, call us on 1800 161 969 – we’re here to help 

This information is provided as a guide to help you understand our complaints process and how to get assistance. We’re committed to resolving your concerns quickly and fairly.