Customer assistance

Complaint handling process

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 complaint.



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:

Energy and Water Ombudsman NSW
Freecall 1800 246 545
Freefax 1800 812 291
Post Reply Paid 86550, Sydney South NSW 1234
1800 246 545
[email protected]

ACT Civil and Administrative Tribunal
(02) 6207 7740

Energy and Water Ombudsman Queensland
1800 662 837

Energy and Water Ombudsman South Australia
1800 665 565

Energy and Water Ombudsman Victoria
1800 500 509

Energy Ombudsman of Tasmania
1800 001 170

Energy Ombudsman of Western Australia
08 9220 7588


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


You can find our complaints policy here: Complaints policy