Complaints
If you have a complaint, concern, or just some general feedback please let us know using the methods below. If we’ve let you down in any way, we’ll do our very best to make things right. Our goal is to be reliable and transparent at all times.
How we handle
complaints
1
Within 1 working day of receiving a complaint, we will contact you acknowledging receipt of your complaint.
2
Within 2 working days of acknowledging your complaint, we will complete an initial assessment and contact you with our response.
3
If we are unable to resolve your complaint immediately after the initial assessment, we will provide you with an update about the current state of your complaint/investigation within 7 working days of the acknowledgement.
4
In the unlikely case that the complaint is unresolved within 20 working days of the acknowledgment, ReAmped will provide to you, in writing, a valid reason to extend the complaints procedure to 40 working days.
Further Action
If you are not satisfied with the outcome of our investigation, as a customer you are entitled to take a dispute to the Energy & Water Ombudsman (EWO) at any time, free of charge. The EWO will provide you with independent advice and information. Please refer to the contact list for each state.
However, we kindly ask that you please contact us with your complaints before going to the EWO. That way our team can have a chance to resolve your complaint quickly and directly.
National Meter Identifier (NMI)
The NMI is a unique 10 or 11 digit number used to identify every electricity network connection point in Australia. You can find your NMI on your electricity bill. Here are some examples:
