Complaints

Highflow Energy

Complaints

If you have a complaint, we want to hear from you. Our goal is to resolve complaints openly, fairly and as quickly as possible.

This page explains how to make a complaint and what you can expect from us.

What is a complaint?

A complaint is an expression of dissatisfaction about our products, services, staff, processes or decisions, where you expect a response or resolution.

You have the right to make a complaint at any time.

How to make a complaint

You can contact us using any of the following methods:

You can also make a complaint through an authorised representative or advocate.

There is no charge for making a complaint.

If you need assistance

We will assist you to lodge and progress your complaint if you need help, including where:

  • You are experiencing financial hardship
  • English is not your first language
  • You have a disability
  • You require an authorised representative or advocate

Please let our team know how we can assist you.

Our commitment to resolving complaints

We will:

  • Treat you with respect
  • Use clear, everyday language
  • Investigate your complaint properly
  • Keep you informed of progress
  • Provide reasons for our decisions
  • Work to resolve the root cause of the issue

A complaint is considered resolved when it has been brought to a conclusion in accordance with regulatory requirements, whether or not the outcome is in your favour.

Acknowledgement

If you make a complaint by phone to a team member, we will acknowledge it immediately.

If you contact us by email or website form, we will acknowledge your complaint no later than the next business day.

When we acknowledge your complaint, we will provide:

  • A unique case reference number
  • An indicative timeframe for resolution
  • Information about our Complaints Handling Process

Response timeframes

We aim to resolve complaints as quickly as possible.

Standard complaints

  • We aim to resolve your complaint on first contact where possible
  • If not resolved immediately, we will propose a resolution within 10 business days

Urgent complaints

We treat a complaint as urgent if:

  • You are experiencing financial hardship and the issue may worsen that hardship
  • Disconnection is imminent or has occurred and due process may not have been followed
  • You are registered as a life support customer and the complaint relates to your energy supply

For urgent complaints:

  • We will respond within two business days
  • We will either propose a resolution or explain the delay and timeframe

Delays

If we cannot meet the expected timeframe, we will:

  • Explain why there is a delay
  • Provide a revised timeframe
  • Inform you of your external dispute resolution options if required

Escalating your complaint

If you are not satisfied with the handling of your complaint, you may request escalation at any time.

Escalation may involve review by a senior team member or Customer Advocate.

Credit management during disputes

If you have lodged a complaint about a disputed amount, and:

  • The complaint has not been resolved, and
  • It is being investigated internally or by an Ombudsman

We will not take credit management action on the disputed amount during that time.

We will also not commence legal proceedings while the complaint is being handled internally, or within seven business days after providing our final response.

External dispute resolution

We encourage you to contact us first so we can try to resolve the issue. However, if you are not satisfied with our response, you may contact your relevant State Energy Ombudsman. The Ombudsman is an independent and free service.

Queensland

Energy and Water Ombudsman Queensland (EWOQ)
Website: ewoq.com.au
Phone: 1800 662 837

New South Wales

Energy and Water Ombudsman NSW (EWON)
Website: ewon.com.au
Phone: 1800 246 545

If your complaint relates to privacy, you may contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.

Download the full Complaints Handling Process as a PDF

You can download our full Complaints Handling Process here:
HighFlow Energy Complaints Handling Process (PDF)