Complaints & Dispute Resolution Policy
Table of Contents
1. Our Commitment
Enebill is committed to providing high-quality billing services and resolving any concerns or complaints fairly and promptly. We welcome feedback and treat all complaints seriously.
2. How to Lodge a Complaint
You can lodge a complaint with us in the following ways:
- Email: complaints@enebill.com.au
- Phone: [Insert complaint hotline number]
- Mail: Complaints Officer, Enebill Pty Ltd, [Insert address]
- Online: Through your customer portal
When lodging a complaint, please provide:
- Your name and contact details
- Your account number or address
- A clear description of the issue
- Any relevant documents or evidence
- What outcome you are seeking
3. Internal Resolution Process
When we receive your complaint:
- Acknowledgment: We will acknowledge receipt within 2 business days
- Investigation: We will investigate the matter thoroughly and may contact you for additional information
- Response: We will provide a substantive response within 15 business days
- Resolution: If we agree with your complaint, we will take action to resolve it (e.g., bill correction, refund, apology)
If your complaint is complex or requires more time, we will keep you informed of our progress and provide regular updates.
4. External Dispute Resolution
If you are not satisfied with our response or we cannot resolve your complaint within 30 days, you can escalate to an independent external dispute resolution body:
Energy and Water Ombudsman Queensland (EWOQ)
For Queensland customers, you can contact EWOQ free of charge:
- Phone: 1800 662 837
- Email: complaints@ewoq.com.au
- Website: www.ewoq.com.au
- Mail: PO Box 3640, South Brisbane QLD 4101
Other Options
Depending on the nature of your complaint, you may also contact:
- Australian Energy Regulator (AER): For regulatory compliance issues
- Office of the Queensland Competition Authority (QCA): For pricing and competition matters
- Queensland Civil and Administrative Tribunal (QCAT): For certain disputes
5. Timeframes
| Stage | Timeframe |
|---|---|
| Acknowledgment | 2 business days |
| Initial response | 15 business days |
| Complex complaints | 30 business days (with regular updates) |
| Escalation to EWOQ | Available if unresolved after 30 days |
Note: This policy applies to billing disputes and service complaints. For hardship assistance, please refer to our Customer Hardship Policy. For privacy complaints, see our Privacy Policy.
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If you have questions about this policy or need assistance, please contact us: