What if I have a complaint?

If you have a complaint about one of Integral Energy's products or services please contact our Customer Service Team on 131 002 and one of our Customer Service Representatives will be happy to help you. If you are not satisfied with the outcome, you may choose to be referred to our Customer Care Department where specialised staff will investigate your complaint for you. They can also be contacted directly on 1800 806 698.

 

We aim to resolve complaints as quickly as possible and usually within 30 days, but more complex issues could result in longer timeframes. You will be advised of the anticipated resolution time when you speak to one of our representatives.

 

All our staff are required to conduct their activities in accordance with the Integral Energy Code of Ethics.  Any customer who believes that they have not been treated in accordance with the Code can notify the Manager - Audit & Business Performance.

 

If, after giving us the opportunity to resolve your concerns, you are still not satisfied, you may choose to contact the Energy & Water Ombudsman NSW (EWON) on 1800 246 545. The Energy & Water Ombudsman NSW provides assistance in resolving complaints. The Ombudsman acts without interference, and considers what is fair and reasonable in the circumstances of each case. This service is free to consumers.

For further information and contact details, please visit the Energy & Water Ombudsman NSW website.