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.
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.
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:
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.