How we work
Complaints process
We distinguish factual corrections from complaints about how the service, an introduction or personal data was handled.
Start with the right route
- For an inaccurate or outdated statement, use the corrections process.
- For privacy matters, email [email protected].
- For any other complaint, email [email protected].
What to include
Tell us what happened, the relevant page or submission reference, the outcome you seek and how we can contact you. Do not email confidential energy contracts or bills unless we request them securely.
Review
We record the complaint, acknowledge it, investigate the available evidence and respond with our decision and any corrective action. A person materially involved in the original decision should not be the sole reviewer where an independent review is reasonably possible.
Delivery partners
An introduction does not make Energy Guide the provider of a partner’s services. Complaints about a partner’s advice, contract or conduct should normally be raised with that organisation first, but please also tell us when the concern may affect whether we continue making introductions.
Questions about our work? Tell us about a correction or concern.