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How to complain about your energy provider
Bill shock, estimated reads that never get corrected, disconnection threats, hardship requests ignored. Energy retailers answer to state ombudsmen with real teeth — the path there is short.
The five steps that get complaints answered
Complain to the retailer first, in writing
Energy retailers must have a complaints process under the National Energy Retail Rules. Use their complaints form or email, state 'formal complaint', and get a reference number.
Assemble the numbers
Account number, NMI or MIRN (on your bill), the bills or reads in dispute, meter photos if reads are the issue, and a dated record of every call and promise.
Name what went wrong as claims
Billed wrongly or on estimates despite actual reads; promised corrections that never came; left waiting with no response; threatened with disconnection while a complaint was open — that last one matters, because retailers generally must not disconnect you over a genuinely disputed amount.
State the outcome and the clock
The bill corrected, the payment plan honoured, the disconnection threat withdrawn in writing. Ask for a response within their published timeframe.
Escalate to your state's Energy & Water Ombudsman — free
Victoria: EWOV. NSW: EWON. Queensland: EWOQ. SA: EWOSA. WA: Energy & Water Ombudsman WA. Each is free, independent, and can freeze collection activity while they investigate. Find yours via your state name + 'energy ombudsman', or through consumer.gov.au.
Or let Trumis do all five steps in one conversation
Tell Trumis what happened in your own words — any language, even screenshots of your chats. It drafts the formal complaint with the particulars, your confirmed circumstances and your evidence attached, addresses it to their complaints team, and tracks the response clock so you know exactly when to escalate — and points you to Your state's Energy & Water Ombudsman if they stay quiet. Free — no account, encrypted intake records retained for up to 24 months.
no server-side complaint history. Talk to Trumis →Common questions
Can my power be disconnected while I have a complaint open?
Generally a retailer must not disconnect you over an amount that is genuinely in dispute while the complaint is being handled — and ombudsman involvement typically pauses collection. Say clearly in your complaint that the amount is disputed.
Who is the energy ombudsman in my state?
Victoria: EWOV. NSW: EWON. Queensland: EWOQ. South Australia: EWOSA. Western Australia: Energy & Water Ombudsman WA. All are free for consumers.
What if my bill is based on estimated reads?
Say so explicitly, provide a photo of your actual meter read, and ask for a corrected bill. Estimated billing that ignores actual reads is one of the most commonly upheld energy complaints.
Reviewed 24 July 2026. Energy rules differ by state and territory. Check your retailer’s current process and the relevant energy ombudsman before escalating. General information only.