Complaints policy
We take complaints seriously. If something has gone wrong, here is how to tell us and what we will do about it.
Email us at info@gotthebill.com with a description of your complaint. We aim to acknowledge all complaints within two business days and resolve them within ten business days.
What happens when you make a complaint
Acknowledgement
We will acknowledge your complaint by email within two business days of receiving it. You will receive a complaint reference number, the date it was logged, and confirmation of who is handling it.
Investigation
We will review the details of your complaint and investigate what happened. If we need further information from you, we will ask promptly so the process is not delayed.
Resolution
We will respond with our findings and any action we are taking within ten business days. For complex complaints this may take longer, in which case we will keep you updated on progress.
Senior review
If you are not satisfied with our response, let us know and your complaint will be reviewed again at director level, with a fresh look at the issue and any alternative ways to resolve it.
If your complaint is about a provider
Got The Bill is a comparison service covering energy, solar, broadband, and mobile. If your complaint relates to the service, billing, or product of a provider you switched to through us, that complaint should be raised with the provider first through their own complaints process.
We are not responsible for the products or services offered by third-party providers. However, if you are struggling to resolve a complaint with a provider and need help finding the right channel, get in touch and we will point you in the right direction.
For regulated complaint escalation in Australia: unresolved complaints about an energy retailer can usually be taken free of charge to the Energy and Water Ombudsman in your state or territory (EWON in NSW, EWOV in Victoria, EWOQ in Queensland, EWOSA in South Australia, the Energy and Water Ombudsman in WA, and the Energy Ombudsman in Tasmania). Unresolved broadband and mobile complaints can usually be taken to the Telecommunications Industry Ombudsman (TIO) at tio.com.au, a free and independent service. For solar, complaints about an installer or solar retailer that cannot be resolved directly can usually be escalated to the consumer protection agency in your state (Fair Trading or Consumer Affairs), and some solar sellers are also signatories to the New Energy Tech Consumer Code, which carries its own complaint standards.
Common questions
Email info@gotthebill.com with a description of your complaint. We will acknowledge it within two business days and aim to resolve it within ten business days.
Complaints about a provider's service or billing should go directly to that provider first. If you are stuck, contact us and we will help you find the right complaints channel. Unresolved energy complaints can usually be taken to the Energy and Water Ombudsman in your state, unresolved broadband and mobile complaints to the Telecommunications Industry Ombudsman (TIO) at tio.com.au, and unresolved solar complaints to Fair Trading or Consumer Affairs in your state.
We acknowledge complaints within two business days and aim to resolve them within ten business days. Complex complaints may take longer and we will keep you updated if that is the case.
If you are not satisfied with our response, let us know and your complaint will be reviewed again at director level. We will not close a complaint if you have a genuine outstanding concern.
Ready to make a complaint?
Email us directly or use our contact page and we will get back to you within two business days.
Contact us