Make a complaint

We want to make things right. Please tell us what happened and we will help.

It's free. Complaining will never affect your upgrade or warranty.
Private. Only the people resolving it will see your details.
5 business days to acknowledge, 20 to resolve.

You do not have to use this form. You can also call 1300 130 786 or email complaints@sunrisesavesenergy.com.au. A signature is not required. For an interpreter call TIS National on 131 450; if you are deaf or have a hearing or speech impairment, call the National Relay Service on 1300 555 727 and ask for 1300 130 786.

1About you

Please give us at least one of phone or email so we can reply.

Best way to contact you
Do you need an interpreter?We can arrange one free of charge through TIS National.
2Are you completing this for someone else?

The customer needs to have agreed to you making this complaint. We may contact them to confirm.

3About your upgrade

This helps us find your job. Leave anything blank if you are not sure.

Please also call us now on 1300 130 786. If anyone is in immediate danger call 000. If you smell gas, do not operate electrical switches or equipment; move away from the area and call the gas-distributor emergency number on your gas bill. Do not operate equipment you believe is unsafe.

4What happened
May we contact the installer or another third party about your complaint?
5What would you like us to do?
Choose the outcome you are looking for
6Anything to attach?
Upload photos or documentsPhotos, your contract or invoice, and any letters or emails all help. Up to 15 MB per file.

What happens next

  1. We acknowledge your complaint within 5 business days and give you a reference and a named contact.
  2. We take all reasonable steps to resolve it within 20 business days. If it will take longer we explain why, give a revised date, and keep you updated at least fortnightly.
  3. We tell you the outcome and the reasons, and put things right where appropriate.

Not satisfied? You can contact Consumer Affairs Victoria on 1300 55 81 81 or the Essential Services Commission on (03) 9032 1310 at any time. You do not have to finish our process first, and we will help you do it.

We collect this information to investigate and resolve your complaint and to meet our legal and VEU program obligations. It is shared only with people who need it to resolve the matter, such as an installer, insurer or regulator, where necessary and lawful. Ask us, or see our privacy policy, about access and correction.