Complaints

We have an easy and accessible complaints process in place should something go wrong.

Our Complaints and Dispute Handling Procedure for customers in NSW, ACT, QLD and SA can be found Here.



How can you make a complaint?

Please advise us of your complaint and what outcome you are seeking to resolve your complaint.

You can make a complaint in person, or by telephone (02 8077 8592), email, or letter; you may also lodge your complaint via the Contact button at top of this page.



Our response to complaints

In all instances, we will:

  • Freely accept complaints lodged;
  • Acknowledge any complaint received as soon as possible;
  • Begin an investigation into the reasons for a complaint within 24 hours of acknowledgment;
  • Keep you updated about the investigation and any proposed resolution;
  • Notify you as soon as possible of the outcome of our investigation and any proposed resolution.


Escalating your complaint

At any time, you may request an internal escalation of your complaint, which will be granted.

Complaints will also be escalated where they are complex, urgent, or sensitive; and you will also be provided with the option of an internal review of your complaint if you are unsatisfied with the outcome of the investigation or the proposed resolution.



External Dispute Resolution

All our customers have the right to contact the relevant state Energy and Water Ombudsman scheme, including to lodge a complaint or for free independent information and advice.

The energy ombudsman investigates and resolves complaints from customers of electricity and gas providers, and some water providers.



Contact details for energy ombudsman schemes listed below.



Energy & Water Ombudsman NSW (EWON)

NSW Freecall: 1800 246 545

Freefax: 1800 812 291

Website: www.ewon.com.au

Post: Reply Paid 86550, Sydney South NSW 1234



Energy & Water Ombudsmen QLD (EWOQ)

Free call: 1800 662 837

Website: https://www.ewoq.com.au/contact-us

In person (via appointment):

  • Brisbane: Level 16, 53 Albert St, Brisbane City QLD 4000
  • Rockhampton: Level 2, 209 Bolsover St, Rockhampton QLD 4700
  • Cairns: Level 1, 15 Lake St, Cairns City QLD 4870


ACT Civil & Administrative Tribunal (ACAT)

Call: (02) 6207 1740

Website: https://www.acat.act.gov.au/fees-and-forms/online-forms/energy-and-water-complaint-form



Energy & Water Ombudsmen SA (EWOSA)

Free call: 1800 665 565

Website: https://ewosa.com.au/



No Contact List

Perpetual Energy maintains a No Contact List.

Should you wish not to be contacted by Perpetual Energy for marketing purposes, then ask to be added to the “Do Not Contact list”. To be added to the “Do Not Contact list” please contact us on:

  • Phone: 02 8077 8592 Monday to Friday 8:00am to 5:30pm
  • Post: Suite 18, 809-811 Pacific Hwy Chatswood NSW 2067
  • Using the Contact Us form at the top of this webpage

You can always contact us to have the “Do Not Contact” status removed so that you can continue to receive information about our offers.