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Compliments, Complaints & Feedback

For all your Compliments, Complaints and Feedback relating to your Electricity or Gas supply in AusNet Services Distribution areas.

Email: customersupport@ausnetservices.com.au
Phone: 1300 360 795 (9am-5pm, Monday to Friday)

Post

Locked Bag 14051

Melbourne City Mail Centre

Melbourne VIC 8001

Head Office

Level 31, 2 Southbank Boulevard

Southbank VIC 3006

Australia


Frequently Asked Questions

Commonly asked questions and answers to help you with any queries relating to billing, connections, gas, electricity, faults and emergencies.

Faults & Emergencies

(24 hours a day, 7 days a week)

ELECTRICITY

Phone: 13 17 99

Website: www.outagetracker.com.au 

GAS

Phone: 13 67 07

Media Enquiries

For all media enquiries from journalists and media outlets (24 hours a day, 7 days a week). 

Phone: (+61) 3 9483 0989

Please note: The AusNet Services media team does not have access to customer records, so is unable to respond to customer enquiries.

 

Please note: the form below should not be used to report a fault or emergency. Please use our 24/7 fault lines listed above to report a fault or emergency. Enquires submitted via this form are only monitored during business hours.

Your NMI (Electricity) / MIRN (Gas) can be found on your retailer's bill
Your meter number can be found on your electricity or gas meter
  • Faults & Emergencies

    Safety is our first priority - please report faults to us.

    (24 hours a day, 7 days a week)

    Electricity

    Phone: 13 17 99

    Email: customersupport@ausnetservices.com.au

    Gas

    Phone: 13 67 07

    Email: customersupport@ausnetservices.com.au

    Streetlight Faults

    Email: customersupport@ausnetservices.com.au

    Other emergency contacts

  • Supply Interruptions

    We're working hard to keep things running smoothly! Call us with your electricity or gas planned interruption enquiry.

    Electricity Planned Interruptions 

    Phone: 1300 362 026

    To keep up-to-date with any planned outages, please check AusNet Services Outage map.

    Gas Planned Interruptions

    Phone: 13 67 07

  • Metering data web portal enquiries

    Eligible customers have access to myHomeEnergy portal and the Electricity Metering Data Requests site designed to assist with accessing and monitoring your electricity use and costs. Please select below the most appropriate tool to match your needs.

    myHomeEnergy

    myHomeEnergy is a free web portal that provides eligible customers in AusNet Services' electricity distribution network with access to their electricity consumption data.

    This tool is designed to assist customers to view their everyday electricity usage in a graphical way and in monitoring their energy usage costs.

    The electricity consumption data accessible through myHomeEnergy is from your smart meter, which provides your electricity usage in half-hour intervals. This information is typically updated four times a day.

    AusNet Services' residential and small business customers can register for myHomeEnergy by accessing the online portal here.

    If you have any questions about myHomeEnergy, please contact the customer service team at customersupport@ausnetservices.com.au.

    Electricity Metering Data Requests site

    AusNet Services residential customers, small business customers or a registered customer authorised representative, can request their smart meter data file that can help you understand your energy usage.

    This new site provides you with smart metering data that can be used in energy management tools, including the Victorian Energy Compare website, to help you find the best plan to match your energy use.

    To request your data, please register online.

    If you have any questions about Electricity Metering Data Requests, please contact the customer service team at meterdata@ausnetservices.com.au

  • Investor Enquiries

    For all shareholder queries from investors or prospective investors 

    Email investor.enquiries@ausnetservices.com.au

    Post

    AusNet Services
    Locked Bag 14051
    Melbourne City Mail Centre
    Melbourne VIC 8001

    For information, contact Computershare:

    Computershare is AusNet Services' security registrar, responsible for maintaining an up-to-date register of shareholders and providing shareholder services: distribution payments, issuing statutory documents, etc.

    Postal address: GPO Box 2975, Melbourne, Victoria 3000, Australia  

    Telephone: 1300 850 505 (within Australia)  +61 3 9415 4000 (outside of Australia)

    Facsimile: +61 3 9473 2500

    Web: www.computershare.com.au

    Web Queries: web.queries@computershare.com.au

  • Media Enquiries

    For all media enquiries from journalists and media outlets (24 hours a day, 7 days a week). 

    Phone: (+61) 3 9483 0989

    Please note: The AusNet Services media team does not have access to customer records, so is unable to respond to customer enquiries.

  • Compliments, Complaints & Feedback

    We are always keen to receive your feedback or resolve any concerns you may have.

    Complaints

    We manage all complaints in accordance with the principles of the International Standard  ISO 10002 and our Customer Complaint and Dispute Resolution Policy.

    AusNet Services will endeavour to contact you within 2 business days of receiving of your complaint. 

    You can contact us about your complaint by using the Enquiry Form at the top of this page, by calling us on 1300 360 795 or by emailing customersupport@ausnetservices.com.au.

    If after contacting us, you believe your issue has not been satisfactorily resolved, you can contact the Energy and Water Ombudsman (Victoria) on 1800 500 509 (or 1800 500 529 for hearing impaired customers).

  • SMS Messages
    If you would like to receive updates from AusNet Services via SMS to your mobile number , including power outage restoration information and updates, please ensure your electricity retailer (the company that bills you) has your mobile number.
     
    If you would like to opt out of receiving SMS messages from AusNet Services, you can do this by texting STOP to 0409 709 091; or by emailing your NMI number (which can be found on your electricity bill) and mobile number to sms@ausnetservices.com.au requesting to be removed from our texting list.