A personal representative from our Customer Relations team will conduct a review of your dispute and will provide you with a response to your dispute within 10 business days. If the timeframe is impractical, we will discuss with you alternative timeframes.

You can contact the Customer Relations team by:
Email: resolutions@truenergy.com.au
Fax: (03) 8628 1680
Mail: The Customer Relations Manager- Locked Bag 14060, Melbourne 8001.

Please provide the following information:

• Name
• TRUenergy account number
• Supply address
• Preferred method for us to contact you i.e. email or phone
• Contact phone number during business hours or mobile phone number

If you are still not satisfied with the resolution offered to you by our Customer Relations team, you can lodge your complaint with the relevant state Ombudsman for independent review. Your state Ombudsman is an independent, free service. Where an agreement cannot be reached between us and our customers, they will investigate and mediate a resolution to disputes. For details on how to contact your state Ombudsman please see below.

VICTORIA
Energy and Water Ombudsman of Victoria
GPO Box 469D, Melbourne, VIC 3001
Freecall ^TM (except mobile phones): 1800 500 509
Telephone Interpreter Service: 131 450
TTY (for hearing impaired customers): 1800 500 529
www.ewov.com.au

SOUTH AUSTRALIA
Energy Industry Ombudsman of South Australia
GPO Box 2947, Adelaide, South Australia, 5001
Freecall ^TM (from Australia): 1800 665 565
Freefax: 1800 665 165
Overseas call: 61 8 8216 1888
Overseas fax: 61 8 8216 1844
www.eiosa.com.au

NSW
Energy and Water Ombudsman of New South Wales
Freecall: 1800 246 545
Freefax: 1800 812 291
PO Box K1343, Haymarket 1240
www.ewon.com.au
omb@ewon.com.au

ACT
Civil and Administrative Tribunal (Energy and Water)
(02) 62077740
GPO Box 578 CIVIC SQUARE ACT 2608
acatenergycomplaints@act.gov.au
http://www.acat.act.gov.au/

QUEENSLAND
Energy & Water Ombudsman
Freecall: 1800 662 837
Mail: PO Box 3640 South Brisbane QLD 4101
Online: www.ewoq.com.au
General Enquiries: info@eoq.com.au
Complaints: complaints@eoq.com.au

If you're experiencing financial hardship, we have a range of options to assist you during this period. Whether you're finding it hard to make payments on your energy bills, or you would like advice on the assistance we can provide you, our dedicated team can help you.

We can offer options including:

• Extension of payment timelines
• Instalment payment plans
• Advice on energy efficiency and reducing the size of your bills/li>
• Advice on eligibility for state government grants.

For more information, visit our Customer Hardship page, or call us on 133 466 between 8am and 5pm Monday to Friday (AEST) (closed on national holidays) to discuss the options available to you.

If you have incurred direct losses due to a problem with your gas or electricity supply that you believe was directly caused by our error, you can fill out a claim form.

Please ensure that you send the completed claim form, along with relevant receipts and itemised lists of your direct losses. This will help substantiate the amount and items you are claiming. We do not pay any claims arising from indirect loss such as stress, lost wages or time.

We will investigate the circumstances surrounding your claim and will advise you of an outcome within 10 business days from receipt of your form.

If you have suffered a power outage due to an electrical storm or black out that affects your neighbours, then you should make a claim to the local distribution company who is responsible for the poles, wires and meters that deliver electricity to your home. To find contact details for the local distribution company in your area, visit our Faults and Emergencies page.

Downloads

TRUenergy Claim Form (.pdf file, 90 kb)