Compliments & complaints

Your feedback and comments are important to us in maintaining and enhancing our customer service.

Compliments

At Origin, we love hearing positive customer experiences. We make sure your positive feedback is forwarded to the specific staff member for their recognition.

You can pass a compliment via our online form.

Complaints

How to make a complaint

We endeavour to resolve all complaints at the first point of contact. If we are unable to do so, we will notify you of what is required to resolve your complaint and how we will keep you informed. Please follow the three step process to make a complaint.

  1. Speak to our Customer Service Representative
    If you have an enquiry or a complaint, please contact us on 13 24 61 and discuss your concern with our contact centre staff. Our customer service representatives are able to resolve most of your concerns at the first point of contact. Our contact centre is open from 8:00am – 6:00 pm (AEST) Monday to Friday.
  2. Ask to speak to a Team Leader
    If you are not satisfied with the resolution, you can request that the matter be escalated to a Team Leader. A Team Leader will work with you to resolve the issue to a fair and reasonable outcome.
  3. Remain dissatisfied?
    If you remain dissatisfied with the outcome, you may request to have your complaint reviewed by our Customer Relations Team. A Customer Relations Team member will further investigate your complaint and will provide you with their contact details.

Other ways to get in touch with us

Online:

Lodge an online complaint.

Mail:

Please write to GPO Box 1199, Adelaide SA 5001.

Our Customer Liaison team will acknowledge and respond to your query within 5 business days. We aim to resolve your complaint as quickly as possible.

Ombudsman

For the Ombudsman to be able to assist, you will need to give us a reasonable opportunity to resolve your complaint. If you feel the matter has not been satisfactorily resolved after it has been escalated through Origin's complaint handling procedures, you may seek to have the matter reviewed by the relevant Energy Ombudsman Scheme in your state.

 
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