Complaints
We always welcome any feedback so we can continue to offer great service to our customers. Send our friendly team a message if you have any issues.
If you have a problem, complaint or just some feedback, we’d love to hear from you. We’ll do our best to sort things out as soon as practical.
You can view our Standard Dispute Resolution Procedure here. This outlines the objectives and principles of Kogan Energy’s complaint process, as well as outlining the process for dealing with bill reviews and customer read estimate reviews.
How to contact us
You can contact us through any of the following:
Call us on 1300 005 123 between 8am and 7pm, Monday to Friday AEST
Email us at complaints@koganenergy.com.au
Write to us at:
C/- Contact Centre Manager
Kogan Energy
PO Box 1639
Melbourne VIC 3001
What is our complaints process?
Once we have received your complaint, we will reply to you within 2 business days to confirm we have received it. From there we will contact you directly to work through the issue with you and will continue to update you via email.
We will monitor your complaint progress regularly to ensure we resolve it with you as soon as practical. We aim to resolve all complaints within 20 business days of receipt of your complaint.
If it takes us longer than 20 business days to resolve your complaint, we’ll contact you to provide you with an update on our progress. If you are not satisfied with our progress, you can contact your local Energy and Water Ombudsman.
If you’re not satisfied
We will always work toward a fair and reasonable resolution for any dispute. Additionally, all our customers have the right to an independent complaint resolution scheme.
Kogan Energy is provided to you by Powershop Australia Pty Ltd who is a member of the Energy and Water Ombudsman schemes for each state we retail in, meaning our customers can contact the Ombudsman in their state at any time for independent advice and assistance. Your states Ombudsman office details can be found below:
Energy & Water Ombudsman of Victoria
Reply Paid 469
Melbourne VIC 8060
www.ewov.com.au
ewovinfo@ewov.com.au
Free Phone: 1800 500 509
Free Fax: 1800 500 549
Interpreter: 131 450
NRS: 133 677
Energy & Water Ombudsman NSW
Reply Paid 86550
Sydney South NSW 1234
www.ewon.com.au
complaints@ewon.com.au
Free Phone: 1800 246 545
Free Fax: 1800 812 291
Interpreter: 131 450
NRS: 133 677
Energy & Water Ombudsman QLD
Mail: PO Box 3640
South Brisbane BC Qld 4101
www.ewoq.com.au
Email: complaints@ewoq.com.au or info@ewoq.com.au
Free Phone: 1800 662 837
Fax: (07) 3087 9477
Interpreter: 131 450
Energy & Water Ombudsman SA
Mail: GPO Box 2947
Adelaide SA 5001
www.ewosa.com.au
Free Phone: 1800 665 565
Interpreter: 131 450
NRS: 133 677
Nothing in our complaints process takes away any rights you may have under legislation, or your right to make a claim to a court or disputes tribunal, or your right to complain to the Energy and Water Ombudsman at any time.
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