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If you have a problem, complaint or just some feedback, we’d love to hear from you. We’ll do our best to sort things out as soon as possible.

How to contact us

You can contact us through any of the following:

  • Call one of our friendly crew at 1800 IN CONTROL (1800 462 668 – free call) between 8am and 7pm, Monday to Friday.
  • Skype us at powershopaustralia.
  • Email us at complaints@powershop.com.au.
  • Write to us at:
    PO Box 1639
    Melbourne VIC 3001
    C/- Contact Centre Manager

What is our complaints process?

Once we have received your complaint, we will reply to you within 2 working days to confirm we have received it. From there we will contact you directly to work through the issue with you, and continue to update you via email.

We will monitor your complaint progress regularly to ensure we resolve it with you as soon as possible. We aim to resolve all complaints within 20 working days.

If it takes us longer than 20 working days to resolve your problem, then we’ll contact you to let you know and to give you further options.

If you’re not satisfied

We’re a member of The Energy and Water Ombudsman, which is a free and independent complaints resolution scheme. If for some reason you are dissatisfied about the resolution of your complaint, or we can’t resolve your complaint or problem within 20 working days, you can take your complaint to:

New South Wales

Energy & Water Ombudsman NSW
Reply Paid 86550
Sydney South NSW 1234

Free Phone: 1800 246 545
Free Fax: 1800 812 291
Interpreter: 131 450
NRS: 133 677


Energy & Water Ombudsman of Victoria
Reply Paid 469
Melbourne VIC 8060

Free Phone: 1800 500 509
Free Fax: 1800 500 549
Interpreter: 131 450
NRS: 133 677

Nothing in our complaints process takes away any rights you may have under legislation, or your right to make a claim to a court or disputes tribunal, or your right to complain to The Energy and Water Ombudsman at any time.