Our Complaints Process

We encourage our customers to provide us with feedback so that we can continually improve. If you would like to provide us with feedback, please contact us on 08 9429 5111 or email us at info@perdamanenergy.com.au. Alternatively, you can submit an online enquiry to us via our Contact Us page.

If you make a complaint to us, we will manage it according to the Australian Standard on Complaints Handling guidelines.

You have a right to make a complaint to us if you are unhappy with our service or something we have or haven’t done. We have an obligation to respond to you accordingly and address and fix the issue as soon as possible, and you are entitled to have your complaint resolved in a timely and efficient manner.

If you are unhappy with our response, you can make a complaint to a higher level within our organisation. If you are still unhappy with our response, then you can refer the complaint to the Electricity Industry Ombudsman by contacting them on 1800 754 004.

We promise our customers that we will respond and resolve complaints as quickly and professionally as possible, and will update our internal processes to ensure the same thing doesn’t happen to any of our customers again.

Regulatory and Compliance

The WA energy market is a highly regulated industry. Regulations are mostly set by the WA state government, with rules and processes implemented by relevant industry bodies. The main rules and legislation are:

The Electricity Industry Act 2004

Code of Conduct for the Supply of Electricity to Small Use Customers

Wholesale Electricity Market Rules (2024)

As part of our electricity retail licence conditions, we are required to publicise relevant information. We have included these documents below.

14 Oct 24 – 2024 Electricity Performance Reporting Datasheet

17 Mar 22 - Perdaman Energy Electricity Retail Licence

6 Jan 23 - Perdaman Energy Standard Form Contract V3012

6 Jan 23 - Our Privacy Policy V3011

Previous Versions:

13 Nov 23 - 2023 Electricity Performance Reporting Datasheet

17 Mar 22 - Perdaman Energy Standard Form Contract V2031