Please contact us to discuss any issues you may be experiencing.
We have an easily accessible customer support process in place should something go wrong. Our team can be contacted through the following channels.
Telephone: 1300 196 673 (Monday to Friday: 9:00am to 5:00pm)
Mail: PowerHub, PO Box 110, Spring Hill QLD 4004
Full policy – Click here to see our full Complaints Policy.
We make every effort to resolve complaints quickly, fairly and respectfully directly with our customers. We will inform you of the outcome of your complaint. We also recognise that sometimes, as a last resort, a matter may need to be referred to an independent umpire. If you are not satisfied with the outcome of your complaint enquiry, contact us for advice on how to access an external dispute resolution service, or you may be able to obtain assistance from the relevant state energy ombudsman.
Queensland – Energy and Water Ombudsman Queensland
Web site: www.ewoq.com.au
Phone: 1800 662 837
Mail: PO Box 3640, South Brisbane BC QLD 4101
New South Wales – Energy & Water Ombudsman NSW
Phone: 1800 246 545
Mail: Reply Paid 86550, Sydney South NSW 1234
South Australia – Energy & Water Ombudsman SA
Phone: 1800 665 565
Mail: GPO Box 2947, Adelaide SA 5001
Tasmania – Energy Ombudsman Tasmania
Phone: 1800 001 170
Mail: GPO Box 960, Hobart TAS 7001
NSW on-supply customers
The following information is for NSW customers who are on-supplied with energy by an exempt seller.
If you have any concerns or complaints regarding the on-supply of electricity to your premises, please get in touch with us so we can resolve the issue as soon as practical. The on-supplier for your site has an easily accessible complaints process in place should something go wrong. Please contact us to obtain a copy of the on-supplier Complaint Handling Policy for your site.
Customers with concerns, issues or complaints can contact us in any of the following ways:
• Telephone: 1300 196 673 (Monday to Friday: 8:30am to 5:00pm AEST)
• Email: email@example.com
• Website: www.powerhub.net.au
• Mail: PowerHub, PO Box 110, Spring Hill QLD 4000
We do hope that you will contact us directly to allow us the opportunity to rectify any issues. However, customers also have the right to contact the Energy & Water Ombudsman NSW (EWON) at any time for independent advice and assistance in relation to the on-supply of electricity.
EWON is a free and independent service that can provide information, advice and assistance to customers having concerns about electricity on-supply or any related services. EWON’s contact details are below.