Complaints
We're sorry if things haven't gone to plan
We're an Aussie startup that tries really hard to get it right, in line with our published Complaint and Dispute Resolution Procedure.
Our goal at Amber is to help customers save money while powering the transition to renewable energy. We recognise that there may be some hurdles along the way, although we are committed to always trying to do right by our customers.
What is our complaints process?
Once we have received your complaint, we will reply to you within 10 business days to confirm we have received it. From there we will contact you directly to work through the issue with you and will continue to update you via email.
We will monitor your complaint progress regularly to ensure we resolve it with you as soon as practical. We aim to resolve all complaints within 20 business days of receipt of your complaint.
If it takes us longer than 20 business days to resolve your complaint, we’ll contact you to provide you with an update on our progress.
How to raise a complaint with us
If you’re yet to discuss your issue with our customer service team, please email us at info@amber.com.au. If you’ve already done so and are unsatisfied with our response, please fill out the complaints form below and this will be reviewed by our case management team.
Alternatively you can reach us via email at complaints@amber.com.au or leave us a detailed message to request a callback on 1800 531 907.
If you’re not satisfied
We will always work toward a fair and reasonable resolution for any dispute. Additionally, if your dispute is about Amber’s electricity supply services, you have the right to an independent complaint resolution scheme. We’re a member of the Energy and Water Ombudsman for each state we retail in, meaning our customers can contact the Ombudsman in their state at any time for independent advice and assistance on disputes about Amber’s electricity supply services. Your state’s Ombudsman office details can be found below:
Energy and Water Ombudsman Victoria
Mail: Reply Paid 469, Melbourne VIC 8060
Phone: 1800 500 509
Fax: 1800 500 549
Email: ewovinfo@ewov.com.au
Web: www.ewov.com.au
Energy and Water Ombudsman NSW
Mail: Reply Paid 86550, Sydney South NSW 1234
Phone: 1800 246 545
Fax: 1800 812 291
Email: complaints@ewon.com.au
Web: www.ewon.com.au
Energy & Water Ombudsman South Australia
Mail: GPO Box 2947, Adelaide SA 5000
Phone: 1800 665 565
Fax: 1800 665 165
Web: ewosa.com.au
Energy & Water Ombudsman Queensland
Mail: PO Box 3640, South Brisbane QLD 4101
Phone: 1800 662 837
Fax: (07) 3087 9477
Email: complaints@ewoq.com.au
Web: www.ewoq.com.au
ACT Civil and Administrative Tribunal
Mail: GPO Box 370, Canberra ACT 2601
Phone: (02) 6207 1740
Fax: (02) 6205 4855
Email: tribunal@act.gov.au
Web: www.acat.gov.au
Summary of rights and entitlements for residential and small businesses located in the ACT
