Complaints and dispute resolution
Last updated: August 2026
If we have let you down, we want to hear it directly, and quickly. A complaint that reaches us is one we can still fix. This page tells you how to make one, what we will do, how long we will take, and who you can go to if we do not put it right.
How to make a complaint
- Email joe@smartaswitch.com.au or hello@smartaswitch.com.au
- Phone 0435 642 592, 8am to 5pm Brisbane time
- Post Smarta Switch Australia Pty Ltd, 14 Bridge Street, Chelmer QLD 4068
Helpful if you have it, though do not wait to get it: your business name, the site address or NMI, and copies of anything relevant. If you would rather someone else deal with us on your behalf, tell us who and we will deal with them.
What happens next
Tell us
Email, ring or write. You do not need to use the word complaint or fill in a form. Tell us what happened and what you want fixed.
We acknowledge it within 2 business days
You get a real reply from a person, confirming what we understand the problem to be and who is handling it. If we have misunderstood, correct us then.
We investigate and respond within 10 business days
We look at the bill, the quote, the recording or the paperwork, whatever is relevant. If it needs longer than 10 business days we tell you why and give you a date, then keep you updated at least every 10 business days.
We put it in writing
You get our decision, the reasoning behind it, and what we are doing about it. If we got it wrong, we say so plainly and tell you how we are fixing it, including anything we are changing so it does not happen again.
If you are not happy, escalate
Ask for it to go to Joe Lawrence as director. If you have already been dealing with Joe, say you want it reviewed independently and we will tell you the options below.
What it costs you
Nothing. We do not charge to handle a complaint, and making one does not affect your energy contract or the service you get from us.
Going outside Smarta Switch
If we cannot resolve it between us, you have independent options. Which one depends on what the complaint is actually about, so read this bit carefully rather than guessing.
If your complaint is about us, as your broker
Energy brokers in Australia are not licensed or registered, and there is no ombudsman that takes complaints about a broker. We would rather tell you that plainly than send you somewhere that cannot help. The routes that are real are below.
For conduct covered by Australian Consumer Law, such as misleading claims, you can also go to the ACCC at accc.gov.au or the Queensland Office of Fair Trading at qld.gov.au/law/fair-trading.
If your complaint is about your retailer or your network
Billing, disconnection, meter faults, network charges: those sit with your retailer or distributor, not with us. Raise it with them first. If they do not sort it out, your state energy ombudsman runs a free and independent service. Note that these schemes cover residential and small business customers only. In Queensland that means a site using under 160 MWh of electricity or 1 terajoule of gas a year. Larger commercial and industrial sites fall outside the schemes, and we will help you find the right route instead.
- QLD Energy and Water Ombudsman Queensland 1800 662 837
- NSW / ACT Energy and Water Ombudsman NSW 1800 246 545
- VIC Energy and Water Ombudsman Victoria 1800 500 509
- SA Energy and Water Ombudsman SA 1800 665 565
- TAS Energy Ombudsman Tasmania 1800 001 170
Even when a complaint belongs to your retailer, tell us anyway. We chase retailers on our customers' behalf and we would rather push it along than leave you to it.
What we do with complaints
We keep a written record of every complaint, what caused it and how it was resolved, and we review them so the same fault does not keep happening.