Complaints & Disputes

Our bad...

We are sorry if things don’t go as planned. If you're not satisfied with our service, you can lodge a complaint by calling or emailing us directly.

We appreciate you taking the time to contact us, and we’ll do our best to get back to you as soon as possible.

What we do when we receive a complaint:
  • Research: We will figure out what went wrong, why it happened, and how to fix it.
  • Rectify: We will explain the issue to you, how we are fixing it, and next steps.
  • Record: We will take note of the issue and make sure it does not happen again in the future.

External Dispute Resolution

An Energy & Water Ombudsman is a free, independent, impartial body that investigates and resolves complaints about electricity and gas providers.

All our customers have the right to contact the Energy & Water Ombudsman in their state at any time for independent advice and assistance. However, we do hope you will contact us directly to allow us the opportunity to rectify any issues.

Australia Capital Territory Civil & Administrative Tribunal (ACAT)
  • Free call: (02) 6207 1740
  • National Relay Service (NRS): 133 677
  • Online form
  • Post: GPO Box 370 Canberra ACT 2601, Allara House, 15 Constitution Avenue, Canberra City ACT
  • Email: acatenergyandwater@act.gov.au

  • Free call: 1800 246 545
  • Free fax: 1800 812 291
  • Website: https://www.ewon.com.au
  • Post: Reply Paid 86550, Sydney South NSW 1234

  • Free call: 1800 665 565
  • National relay service: 133 677
  • Translating and interpreting service: 131 450
  • Post: GPO Box 2947 Adelaide SA 5001
  • Office address (strictly by appointment only): Level 11, 50 Pirie Street Adelaide SA 5000
  • Online form

  • Free call: 1800 500 509
  • Free fax: 1800 500 549
  • Post: Reply Paid 469, Melbourne VIC 8060
  • Email: ewovinfo@ewov.com.au

Whistleblower Policy

Flo's Whistleblowing Policy covers all current and former employees, directors, officers, contractors, and subcontractors of Flo and its subsidiaries.
The policy is designed to encourage the reporting of any suspected misconduct and ensures that individuals who come forward are protected and supported.
Flo is committed to maintaining a transparent and accountable environment, fostering a culture of integrity and ethical conduct.
Download our Whistleblower Policy (PDF) here.

Flo Energy Australia Pty Ltd

1800 573 388

hello@floenergy.com.au

Flo Energy AU

Flo Energy SG

Acknowledgement to Country

Flo Energy Australia acknowledges the Aboriginal and Torres Strait Islander peoples as the first inhabitants of this nation and the traditional custodians of the lands where we live, learn, and work.

©2024 Flo Energy Australia Pty Ltd

ABN 59 664 209 330