--- title: Lodging A Complaint | Enreal description: At Enreal we take your complaints seriously. All complaints will be responded to within 5 business days. --- [![Enreal-light](https://enreal.com.au/hubfs/Enreal-light.svg) ![Enreal-dark](https://enreal.com.au/hubfs/Enreal-dark.svg)](https://enreal.com.au?hsLang=en) Products ##### Enreal Products Maximise your electricity bill savings with battery, solar, and smart energy software to suit your needs and budget ##### [![home kit icon](https://enreal.com.au/hubfs/home%20kit%20icon.svg) All-in-one Home Energy Kit Electrify your home with the perfectly packaged Home Energy Kit.](https://enreal.com.au/product/home-energy-kit?hsLang=en) ##### [![solar icon](https://enreal.com.au/hubfs/solar%20icon.svg) Solar Only Solar panels on your house allow you to use the sun's power during the day](https://enreal.com.au/product/solar-only?hsLang=en) ##### [![battery icon](https://enreal.com.au/hubfs/battery%20icon.svg) Battery Only Amp up the electricity bill savings from your solar system by adding a battery](https://enreal.com.au/product/battery-only?hsLang=en) ![Artboard 32](https://enreal.com.au/hubfs/Artboard%2032.svg) ##### Clean, affordable energy is just a few clicks away! 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[**Get a Quote**](https://enreal.com.au/partner-codes?hsLang=en) [About Us](https://enreal.com.au/about?hsLang=en) [Contact Us](https://enreal.com.au/contact?hsLang=en) [Talk to an Expert](https://enreal.com.au/contact?hsLang=en) [Talk to an Expert](https://enreal.com.au/contact?hsLang=en) ### Lodging A Complaint ##### December 2024 # **Our process**   **Figure 1. Complaints handling process flow ** **![Lodging a Complaint Process](https://enreal.com.au/hs-fs/hubfs/Lodging%20a%20Complaint%20Process.png?width=1379&height=319&name=Lodging%20a%20Complaint%20Process.png)** **Step 1 – Lodge your complaint** - If you have a complaint, please email us on [complaints@enreal.com.au](mailto:complaints@enreal.com.au) (subject: Formal Complaint), or - Complete the [Complaints Form](https://enreal.com.au/complaints-form?hsLang=en) - Call us on 1800 844 022, or - Write to us: 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 as soon as possible confirming its receipt and give 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 for further information prior to resolving your complaint. 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](https://enreal.com.au/privacy-policy?hsLang=en)   **Step 3 – Investigation of your complaint** We’ll log your case in our system and will begin investigating it as soon as possible. **Step 2 – Contacting you with an outcome** We hope to provide a full response to your complaint within 15 business days. If we need more time, we’ll let you know before those 15 days are up and will provide you with 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](http://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](http://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](http://www.cbs.sa.gov.au/)  - Victoria: Consumer Affairs Victoria (CAV), Phone: 1300 55 81 81, Website: [www.consumer.vic.gov.au](http://www.consumer.vic.gov.au/)  - The Clean Energy Council, Phone: 03 9929 4100, Website: [www.cleanenergycouncil.org.au](http://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. # Let us know what happened ## We're here to help. 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