Our process

Figure 1. Complaints handling process flow 

Step 1 – Lodge your complaint

• If you have a complaint, please email us on complaints@enreal.com.au 
• Call 1800 844 022
• Email complaints@enreal.com.au (subject: Formal Complaint), or
• Write to:

Enreal Customer Resolutions
Level 33, 2 Southbank Boulevard, Southbank VIC 3006.
(Please mark it “Formal Complaint”)

Once your complaint is received, we'll send an acknowledgement within five business days confirming its receipt and giving you an approximate timeframe for your outcome. At this time, you’ll be provided with a unique case number for your complaint.

We may contact you prior to resolving your complaint for further information.

The information you provide to us will be used to investigate your complaint and respond with an outcome. We may also use details of your complaint to assess and improve our services and may provide this information to other businesses in the effort to find a solution to your issue.

Information about how we collect, use and disclose your personal information, and your rights to access it, are set out in our Privacy Policy

Step 3 – Investigation of your complaint

We’ll log your case in our system and will being investigating it as soon as possible.

Step 2 – Contacting you with an outcome

We hope to provide a full response within 15 business days. If we need more time, we’ll let you know before those 15 days are up and will provide you an update on the progress.

After investigating and considering your comments, we’ll contact you with a final outcome response within 25 days.

If you're not satisfied with the outcome, we’ll provide you with the opportunity to escalate your complaint.

Step 3 – Escalate your complaint

If you're not satisfied with our resolution to your complaint, you can escalate to one of the following agencies. They will investigate your complaint and work with you and Enreal to come up with a solution.

• New South Wales: NSW Fair Trading, Phone: 13 32 20, Website: www.fairtrading.nsw.gov.au 

• Queensland: Office of Fair Trading Queensland Phone: 13 QGOV (13 74 68), Website: www.qld.gov.au/law/fair-trading 

• South Australia: Office of Consumer and Business Services (CBS), Phone: 131 882, Website: www.cbs.sa.gov.au 

• Victoria: Consumer Affairs Victoria (CAV), Phone: 1300 55 81 81, Website: www.consumer.vic.gov.au 

• The Clean Energy Council, Phone: 03 9929 4100, Website: www.cleanenergycouncil.org.au  

Step 4 Record keeping and reporting

We maintain records of complaints, outcomes, and improvement actions. We also regularly review complaints to identify trends and customer pain points so we can improve our services and resolve any issues as quickly and efficiently as possible.

Your feedback helps us improve our services. Thank you.