Resolution Process

Resolution process. If something is wrong, let's fix it.


At Energy Online we're ready to solve any disputes, problems or answer complaints you may have.


If you have a complaint, simply contact us by:

Phone: 0800 086 400 (Monday to Friday 8.00am – 6.00pm)

Mail: Energy Online Resolutions, Private Bag 3131, Hamilton 3240


How we'll handle your complaint

At Energy Online we will do our best to resolve any complaint that arises between you, and us or our suppliers as smoothly and as quickly as possible. Our free internal complaints resolution service is explained below.

Our resolution process


We will acknowledge receipt of your complaint by writing to you promptly after receiving your complaint. We will also make contact by phone where possible.

We will endeavour to resolve your complaint within 20 working days. If we can't, we will write to you explaining why we need more time to reach a resolution.

If your complaint is more appropriately dealt with by another party such as a network company, meter company or other retailer, we may refer your complaint to that company on your behalf. We will notify you that we have referred your complaint on and provide you with the appropriate name and contact details.

The next option

Contact details for Utilities Disputes

If we cannot resolve your complaint, you can contact Utilities Disputes on 0800 22 33 40 or go to


There is nothing in this process that removes any rights you may have under the Consumer Guarantees Act 1993, or to make claims to a disputes tribunal, court or other third party including Utilities Disputes.