Complaints handling policy

Cable Energy is committed to a fair, transparent, and accessible complaints handling process that meets the requirements of the National Energy Retail Law (NERL), National Energy Retail Rules (NERR), the Australian Standard AS/NZS 10002:2022, and relevant Energy Ombudsman schemes.

A complaint is any expression of dissatisfaction made to Cable Energy about our products, services, staff, or complaint handling where a response or resolution is expected.

• Fairness and transparency
• Accessibility for all customers
• Timely acknowledgement and resolution
• Respect, privacy and cultural sensitivity
• Commitment to continuous improvement

Customers may lodge complaints via:

• Phone: (02) 7908 5746
• Email: hello@cable.energy
• Mail: Level 1, 457 Elizabeth Street, Surry Hills NSW 2010

Cable Energy will support customers who:

• have disability or communication difficulties
• are experiencing hardship or family and domestic violence
• choose to appoint an authorised representative or advocate

• Phone or in-person complaints: acknowledged immediately
• Email, website or written complaints: acknowledged within 1 business day

Urgent complaints include:

• imminent wrongful disconnection
• life support customer impacts
• safety risks
• family and domestic violence impacts

These complaints are prioritised and resolved as quickly as possible.

• Standard complaints: within 10 business days
• Urgent complaints: within 2 business days

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If a delay is unavoidable, Cable Energy will notify the customer with reasons and an updated expected timeframe.

Resolutions may include:

• explanation or clarification
• corrective action or service restoration
• billing adjustments or fee waivers
• goodwill gestures where appropriate

Customers may request escalation at any time. Complaints may also be escalated automatically if:

• a maximum response timeframe is exceeded
• the matter becomes urgent

A complaint is only closed when:

• the customer agrees, or
• Cable Energy has taken all reasonable steps and communicated the outcome clearly

If you are not satisfied with the outcome, you may contact:

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NSW – Energy & Water Ombudsman NSW (EWON) 1800 246 545

QLD – Energy & Water Ombudsman QLD (EWOQ) 1800 662 837

SA – Energy & Water Ombudsman SA (EWOSA) 1800 665 565

TAS – Energy Ombudsman TAS 1800 001 170

All Cable Energy staff must follow this policy. Breaches may result in corrective or disciplinary action.

Cable Energy analyses complaint trends to identify systemic issues and improve service delivery.

This policy will be reviewed annually to ensure compliance with NERL, NERR, AS/NZS 10002:2022 and industry best practice.