HOW TO MAKE A COMPLAINT
1. GET IN TOUCH WITH OUR FRIENDLY CUSTOMER SERVICE TEAM
Have an enquiry or a complaint? We’d love to help you out. Give us a call on 13 24 61 from 7 am to 9 pm Monday to Friday and 9 am to 5 pm Saturdays (9 am to 3 pm Saturdays for WA customers), and our customer service team will do their best to sort things out. Alternatively, you can contact us through our General Enquiries Form.
You can also send us a letter to GPO Box 1199, Adelaide SA 5001 (we promise you’ll hear back from us within 5 business days).
2. ASK TO SPEAK TO A TEAM LEADER
Feel like you need a little more help? Ask to take your concern to one of our Team Leaders. They’ll be able to work with you to sort out any problem you have.
If you’d like to know more, take a look at our Standard Complaints and Disputes Resolution Procedure
HOW WE HANDLE COMPLAINTS
When a disagreement or issue arises between one of our team members and a customer, we follow this procedure:
- We recommend you make your first contact with our helpful customer service team through phone or mail, as described above.
- We try to resolve all written complaints as quickly as possible, and promise to be in touch within five business days. We’ll then let you know an expected timeframe for resolving your complaint, so you’ll always know what to expect in the process.
- We log all customer feedback and complaints in our system, so there’s always a record of it. After that, we review all feedback with the appropriate teams, and identify any ongoing trends or opportunities to improve our products and services.
- If your complaint still isn’t resolved after you first get in touch, we recommend escalating the matter to one of the team leaders within our customer service centre.
- If you’ve escalated the matter through our team leaders and you still don’t feel as though your complaint’s been resolved, we suggest you contact our local ombudsman. You’ll find their details below.
FOR WA CUSTOMERS
A copy of the Gas Marketing Code of Conduct and Compendium of Gas Customer Licence Obligations is available below:
YOUR RIGHTS, ENTITLEMENTS AND OBLIGATIONS
Under your agreement with Origin for the supply of energy, you have particular rights, entitlements and obligations that you mightn’t be aware of.
To understand these more clearly, read through the document below. And if you’d like further information on the agreement, call our friendly staff on 13 24 61. They’re always happy to help.
Most states offer a free and independent Energy Ombudsman Scheme that can provide information, advice and assistance to customers.
If your matter has been escalated through our complaint handling process and you still don't feel that it's been satisfactorily resolved, you can choose to have the situation reviewed by the relevant Energy Ombudsman Scheme in your state.
Here's how you can contact your state's Ombudsman:
- South Australia Energy and Water Ombudsman
- Victoria Energy and Water Ombudsman
- Queensland Energy and Water Ombudsman
- Western Australia Energy Ombudsman
- Tasmania Energy Ombudsman
- Australian Capital Territory Ombudsman
- New South Wales Energy and Water Ombudsman.
(Customers can contact the Ombudsman in NSW at any time for independent advice and assistance.)