Contact Us
Contact Us
We’re here to help with your electricity account, billing enquiries and general questions.
Customer Service
Phone: 1300 650 849
Email: [email protected]
Business hours:
Monday to Friday
8:30am – 4:30pm (AEST)
If you contact us outside business hours, please leave a message or send us an email and we will respond on the next business day.
Hardship and Payment Support
If you are experiencing difficulty paying your electricity bill, please contact us as soon as possible so we can provide assistance under our Hardship Policy.
Email: [email protected]
Early contact helps us work with you to find a suitable solution.
Complaints
If you have a complaint, please contact us first so we can try to resolve the issue.
Phone: 1300 650 849
Email: [email protected]
If your complaint is not resolved to your satisfaction, you may contact the Energy Ombudsman in your state free of charge:
New South Wales
Energy & Water Ombudsman NSW (EWON)
Phone: 1800 246 545
Website: www.ewon.com.au
Queensland
Energy & Water Ombudsman Queensland (EWOQ)
Phone: 1800 662 837
Website: www.ewoq.com.au
Power Outages and Emergencies
HighFlow Energy is your electricity retailer. We do not manage power outages or network faults.
If your power is out, or there is an electrical emergency, contact your local electricity distributor directly. Your distributor’s name and 24-hour emergency contact number are shown on your electricity bill.
For customers in NSW and QLD, distributors may include:
- Ausgrid
- Endeavour Energy
- Essential Energy
- Energex
- Ergon Energy
If there is an immediate threat to life or safety, call 000.
Postal Address
HighFlow Energy
PO Box 951
Spit Junction NSW 2088
Accessibility and Language Assistance
If you require language assistance or have accessibility needs, please contact us and we will work with you to provide appropriate support.
Retailer Information
HighFlow Energy is powered by ERC Energy Pty Ltd (ABN 93 629 720 994), an authorised electricity retailer trading under the HighFlow Energy brand. HighFlow Energy manages customer communications and the Bill-Free Allowance program, while ERC Energy provides retail, billing and market services in accordance with Australian energy laws.