Complaints Policy

Electricity Monster’s Complaints Policy is our approach to handling complaints and the steps we take to resolve any issues you may encounter.

• We encourage you to reach out to us as soon as possible if you have a complaint. You can submit a complaint through the following channels:
  • If you have a concern about information that has been provided or the conduct of one of our agents please call us on 0800 995 070.
  • You can also contact us through our contact us form https://electricitymonster.com.au/contact/ 
  • Or, email our team at complaints@electricitymonster.com
• Please provide detailed information about your complaint, including your contact details and any relevant documentation, to facilitate the resolution process.
• Our customer support team is available to assist you during our business hours and will work to resolve your complaint in a timely and satisfactory manner.

We take feedback and complaints very seriously here at Electricity Monster. When we receive your complaint, we will take immediate action to address your concern. Our process ensures that every issue raised is investigated and resolved. Here's a detailed breakdown of the steps involved:

• Our team will conduct a comprehensive investigation into the events surrounding your complaint. This may involve gathering relevant information, reviewing documentation, and speaking with relevant parties to quickly and thoroughly resolve the issue at hand.
• Throughout the process, we maintain open and transparent communication with you. This may include updates on the progress of your complaint when they are available. Our team is readily available to address any questions or concerns you may have, ensuring that you feel supported and valued throughout the resolution process.
• All customer complaints and feedback are stored in our system. Following this, we will review all feedback with the appropriate teams, and identify any ongoing trends or opportunities to improve our products and services.
• In the event that we cannot provide a satisfactory resolution to your complaint, we have escalation procedures to ensure that your concerns are addressed. Our escalation process is as follows:
  • Internal escalation to a team leader or supervisor for a higher level of review.
  • Referral to an external dispute resolution medium, such as your local ombudsman.
  • We are committed to exploring all avenues to resolve your complaint and will work diligently to reach a solution. If you have any questions or require further assistance, please don't hesitate to reach out to us.