Complaints and Dispute Resolution Procedure
At Real Utilities, we value your feedback and are committed to addressing any concerns you may have. Our Complaints Management Program ensures that all complaints are handled promptly, fairly and efficiently. We treat every complaint as an opportunity to improve our services and maintain your trust.
When you lodge a complaint, we'll acknowledge it within three business days, though we prioritise issues related to financial hardship, energy supply disconnection, or health and safety concerns. Our team will investigate your complaint, keep you informed throughout the process, and work towards a satisfactory resolution. If you're not satisfied with the outcome, you have the option to request an internal review or escalate your complaint to the Energy Ombudsman in your state.
We're dedicated to making our complaint process accessible to all customers, including those who may need special assistance. You can easily lodge a complaint through our website, by phone, email or letter.
For more information about our Complaints Management Program or to submit a complaint, please contact us on 1300 16 16 68 or at support@realutilities.com.au. Our office hours are 8:30am to 5:00pm AEST, Monday to Friday. If you need language assistance, please call the Interpreter Service on 131 450.