Complaints & feedback
If something is not right, we want to hear about it, and put it right. Here is how our complaints process works.
/ Overview
Tell us, and we will put it right
We take every complaint seriously and aim to resolve it quickly and fairly. If you are still not satisfied, you can escalate to the independent Energy and Water Ombudsman in your state at no cost.
Tell us what happened and how you would like it resolved, and we will keep you informed at every step.
/ How it works
How we handle it
You tell us
Contact us by phone or email, or submit the complaints and feedback form, and tell us what happened.
We investigate
We acknowledge your complaint, look into it, and work with you towards a fair resolution.
What to expect
When you raise a complaint with ASENO:
- We acknowledge it promptly
- We keep you informed as we investigate
- We manage complaints within the timeframes in ASENO’s approved complaints handling policy and the applicable rules.
- We explain the outcome and your options
- You can escalate to the Ombudsman at no cost
Frequently asked questions
Contact us by phone or email, or submit the complaints and feedback form. Tell us what happened and how you would like it resolved.
We acknowledge your complaint, investigate it, and work with you towards a fair resolution, keeping you informed along the way.
We manage complaints within the timeframes in ASENO’s approved complaints handling policy and applicable rules. We will explain if a complex matter requires additional time.
You can escalate your complaint to the Energy and Water Ombudsman in your state at no cost. See the four schemes and their numbers.
/ Free independent escalation
The Energy & Water Ombudsman
If we cannot resolve your complaint to your satisfaction, you can escalate it to the Energy and Water Ombudsman in your state. The service is free, independent and impartial, and you can contact them directly.
Not in one of these states? Contact us on 1300 027 366 or [email protected] and we will point you to the scheme that covers your supply address.
Get in touch
Our resident support team is here to help. In an emergency, always call first.
Emergencies & faults
For a power fault (poles, wires, outages or interruptions) or a gas leak or fault, contact your distributor. Their number is on your most recent bill.
Your distributor handles faults on the poles, wires and gas network.
Life-threatening or dangerous: call 000 immediately.