Contact us

If there's any risk to life or property, call 000

Emergencies, outages and faults

Customer enquiries

Telephone:
1300 307 966 (8.30am to 6pm AEST/AEDT, Monday to Friday)

Fax:
03 8805 6699

Email:
info@powerdirect.com.au

Address:
Level 3, 699 Bourke Street
Docklands VIC 3008

ABN:
28 067 609 803

Customer complaints

We offer a simple approach to addressing complaints about our products and services. Our customer service representatives will work with you to resolve any issues quickly, fairly and collaboratively. Your privacy is important to us, and all complaints are treated confidentially.

Many complaints are resolved within a few days. More complex matters may take a little longer, but we will keep you updated.

We expect our employees to treat you with respect throughout the process. We kindly request the same in return to reach a fair and reasonable outcome for both parties.

If you experience a problem or wish to provide feedback, our Customer Solutions Team is your first point of reference. This team will investigate your concern and work with you to resolve it. This team can be contacted on 1300 307 966 or via email at info@powerdirect.com.au. Feedback received about our products and services will be shared with relevant areas.

If you remain dissatisfied with the resolution you have received, your matter can be reviewed by our Complaints Specialists Team. This team can be contacted on 1300 001 032 (8:30am to 6pm AEST/AEDT, Monday to Friday) or by email at info@powerdirect.com.au. You can also view our Dispute Resolution Procedure. For more detailed information about our complaint management process, refer to the Powerdirect Standard Complaints and Dispute Resolution Policy. You can also find information about our commitment to our customers in our Customer Charter.

Most matters can be resolved through our internal complaint process. We ask that you first provide us with the opportunity to explore all avenues in resolving your complaint.

However, if you are not satisfied with the handling of your complaint, you may wish to seek further assistance from the ombudsman. You can contact the ombudsman at any time for free independent advice and information.

Powerdirect Do Not Contact List 

The Powerdirect Do Not Contact List is a secure database where you can register your details to avoid being marketed to by Powerdirect.

If you wish to register your name and address on the Powerdirect No Contact List, you can:

  • Phone us on 1300 307 966 (8:30am to 6pm AEST/AEDT, Monday to Friday)
  • Email us at info@powerdirect.com.au
  • Send us a fax on (03) 8805 6699
  • Write to us at:
    Locked Bag 14120
    MCMC Melbourne
    VIC 8001

You will need to provide us with your full name/business name and address. For more information about how we handle your personal information and how you can access it, see our Privacy Policy.

Being on the Powerdirect 'Do Not Contact' list will not affect our ability to send factual communications to you about your services (such as your electricity bills) or contacting others in your household where they have requested to receive marketing material.

Third parties may contact you separately about Powerdirect offers if you have requested to receive marketing material from them.