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Australia Energy

Origin Energy customer service and complaints

Electricity, gas and solar

Provisional entry Checked 2 Nov 2026 Origin Energy Limited
13 24 61 Support site

Origin Energy supplies electricity, gas and solar across Australia. Billing support is available by phone and online; complaints can escalate to your state energy ombudsman.

Step one

Ways to contact Origin Energy

Customer service Primary

13 24 61

Mon–Fri, 8am–6pm

Billing, accounts and service.

Call

Live chat

Origin chat

See site for hours

Use the chat option on the contact page.

Open

Check for an outage before you call: service status page.

Step two

How to complain about Origin Energy

Work through the stages in order. Each one creates the paper trail the next stage needs.

  1. 1

    Stage 1

    Open a complaint with Origin Energy

    Straight away, especially before a disconnection date

    Contact Origin Energy and ask for a formal complaint. Give the account number, dates and the remedy you want. Record the reference number and the agent's name.

    Use the phone or online complaint form on this page.

    Ask for a hold on collections while the complaint is investigated.

  2. 2

    Stage 2

    Put the dispute in writing

    Allow 10 business days

    Send a written summary with meter readings, bills and the outcome you want. Ask for a response within a set period and keep a copy.

    Email or use the retailer's complaint form.

    Photograph the meter on the day you send the letter.

  3. 3

    Stage 3

    Escalate to your state energy ombudsman

    After the retailer's response, or sooner if disconnection is imminent

    Each state has a free dispute-resolution scheme: EWON in NSW, EWOV in Victoria, EWOQ in Queensland, and the Ombudsman in WA, SA and Tasmania. They can order remedies within their rules.

    Find the scheme for your supply address and submit your evidence online.

    Ask whether the ombudsman can pause a disconnection while the case is open.

  4. 4

    Stage 4

    Report systemic issues to the AER

    Any time

    The AER enforces the National Energy Retail Rules and can investigate retailer conduct. It does not resolve individual disputes or award compensation.

    Use the AER's reporting route after the ombudsman stage.

    Patterns across many customers are more likely to trigger enforcement.

Step three

Formal complaint letter template

Formal complaint letter template (Australia energy). Copy it, fill in the bracketed fields and keep a dated copy.

Template
[Your name]
[Your address]
[Your email]
[Your phone]

[Date]

Origin Energy
Customer Complaints Team

Account number: [account number]
Supply address: [supply address]

Dear Complaints Team,

I am writing to make a formal complaint about my electricity / gas account.

What happened

[Explain the billing, meter, outage, hardship or service issue and give dates. Include meter readings and amounts in dispute.]

What I want

[State the remedy you want: corrected bill, refund, payment plan, restoration of service or compensation.]

Please respond in writing by [date, at least 10 business days]. If the issue is not resolved, I intend to contact the energy ombudsman for my state.

Yours sincerely,

[Your name]

Send it by a method you can prove — email with read receipt, or tracked post — and keep the reference number.

If it is not fixed

Escalate to the regulator

Use these routes only after the provider has had a fair chance to respond, or if they have breached a published deadline.

AER Australian Energy Regulator Australia — energy The Australian Energy Regulator enforces the National Energy Retail Law and Rules and monitors the wholesale energy market. It is a market regulator,… Make a complaint Details

Questions

Origin Energy FAQ

How do I escalate an Origin Energy complaint?

Ask Origin for a formal complaint reference and a final response. If it is not resolved, contact the energy ombudsman for your state with the reference and your evidence.

Does Origin offer hardship support?

Yes. Ask for the hardship team or a payment plan before the due date. Get the agreement in writing and ask whether any government rebates or grants apply.

Which energy ombudsman covers my address?

Use the scheme for your supply address: EWON (NSW), EWOV (Victoria), EWOQ (Queensland), Ombudsman WA, Ombudsman SA or the Tasmanian Ombudsman. The retailer must tell you which scheme it belongs to.

Can I get help before my power is disconnected?

Yes. Contact the retailer immediately, ask about hardship assistance and a payment plan, and contact your state ombudsman if the retailer will not help. Do not wait for the disconnection date.

Can I go to the ombudsman before the retailer responds?

Usually only if the retailer refuses to help or has closed the complaint. Otherwise, give it a reasonable opportunity to respond. Keep the complaint reference and a dated record of every contact.

Sources

Where this information comes from

Provisional entry

Compiled from official provider and regulator pages, last checked 2 Nov 2026. Contact details change — confirm on the official page before relying on them.

How we verify pages

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13 24 61 Steps Letter