Energy That Could

Complaints

At Pacific Hydro, we see every complaint as an opportunity to improve. We are dedicated to delivering a quality service culture for all of our customers, however, we recognise that occasionally you may be unhappy with aspects of our performance.

For further information, read our Complaints Handling and Dispute Resolution Procedure.

We respect that sometimes people don’t want to be contacted, therefore we maintain a No Contact list. If you prefer not to be contacted for the purposes of marketing, please let us know by calling 1800 010 648 or completing the form below.

 

How to contact us about your customer service experience

There are a number of ways to get in touch with us:

Phone

You can call us on 1800 010 648, Monday to Friday between 8:30am and 5:30pm (Victoria local time) except for public holidays.

Mail

You can write to us:

Retail Operations

Pacific Hydro

Level 11, 474 Flinders Street

MELBOURNE VIC 3000

Email

retailcomplaints@pacifichydro.com.au

Online

You can simply lodge your complaint using our online form below.

Complaints Form

  • * indicates mandatory field.

 

 

If you are not satisfied with the outcome

We hope we’ve done our best to resolve your issue. If the complaint remains unresolved or if you remain dissatisfied with our investigation or proposed resolution and management of your complaint, you may take the complaint to the relevant Energy and Water Ombudsman scheme.  We’re a member of the Energy and Water Ombudsman scheme in all states where we have a license.  Your local Ombudsman provides a free, impartial and independent complaints resolution service to help resolve disputes between energy companies and customers.

Contact details for the relevant Ombudsman schemes are provided below:

Victoria

Energy and Water Ombudsman Victoria

Mail: Reply Paid 469 Melbourne VIC 3000

Phone: 1800 500 509

Interpreter Service: 131 450

Fax: 1800 500 549

Email: ewovinfo@ewov.com.au

Web: www.ewov.com.au

South Australia

Energy and Water Ombudsman South Australia

Mail: GPO Box 2947, Adelaide SA 5001

Phone: 1800 665 165

Interpreter Service: 131 450

Fax: 1800 665 165

Email: contact@ewosa.com.au

Web: www.ewosa.com.au