humenergy customers

We’re here to help

 

I am a Humenergy retail customer and need some help.

 

Phone 1300 322 622

Important Note: RMS Energy Billing Agent Customers, Please Scroll Down Further to the Black Section

I am an RMS Energy Billing Agent Customer and need some help.

 

Or Phone 07 5591 1341

Hardship

Hum Energy understands that from time to time customers may experience financial hardship and have difficulty in paying their utility account. Our dedicated team will work with you to help tailor a plan that suits your individual needs and your financial situation.

In these times of need, whether it be a short term or long term issue, Hum is committed to helping customers to manage their utility costs. We need a customer to tell us when they may be experiencing difficulty in paying their bills. Whether we discuss this with the customer directly, or via a financial counsellor appointed by the customer, Hum can then work towards a reasonable and manageable plan using either of the options listed.

Flexible Payment Plans

These are short term payment arrangements that can either be an extension on the due date or undertaking a payment plan to finalise a current account.

Ongoing Instalment Plans

For customers who may experience long term hardship, including those on low incomes and pensions or allowances, a more formalised approach may be required. Hum will work with the customer to determine a long term payment instalment plan to cover costs based on historical usage.

Any agreement made between the customer and Hum must be confirmed in writing by the customer. This can be as simple as sending an email with the customer’s commitment or completing the Ongoing Instalment Plan form. Customers who make arrangements under either the Flexible Payment Plan or an Ongoing Instalment Plan will be exempt from further late payment fees or disconnection. If the terms of the agreement are not adhered to, the customer will be subject to the fees and processes for disconnection as stated in their Supply Agreement.

 

Grants & Rebates.

You may qualify for various concessions on behalf of State & Federal Governments. Eligibility conditions vary and are subject to change from time to time. Please read the information provided for each concession, grant and rebate to see if you are eligible.

The Home Energy Emergency Assistance Scheme for Queenslanders:

The HEEAS is for Queensland households experiencing problems paying their electricity or reticulated natural gas bills as a result of an unforeseen emergency or a short-term financial crisis. It is one-off emergency assistance to help with paying your home energy bills, and pays once every 2 years.

Important Notes:

  • NSW Residents please contact Service NSW and apply for a concession as on-supply customer

  • QLD Residents please complete the QLD Concession Form and submit to us.

 

Electricity Rebates.

Eligible customers who satisfy the conditions under which the rebate will be granted can complete a Application for Electricity Rebate. Please provide a copy of your card, along with a completed application for electricity rebate.

Please note the Electricity Retailer accepts no liability for the loss of an application. Your application must be received at least 14 days prior to the next billing period, otherwise no guarantee can be given that the rebate will be credited for that period. It is the applicant’s responsibility to check all electricity accounts to ensure that the rebate has been credited.

To find out more and to apply for an energy concession

Complaints

We are committed to resolving all disputes and complaints in a timely, courteous, respectful, and efficient manner. We place high-value customer satisfaction and genuinely strive to achieve excellence in this area.

We are committed to providing quality services that meet the needs of their customers. We recognise the value of customer complaints as an important tool in monitoring and responding to customer expectations. We shall achieve this by:

  1. Recognising customers’ rights to complain about their dealings with us.

  2. Ensuring that an accessible complaints management process is in place.

  3. Taking appropriate action to resolve complaints as required.

  4. Providing a mechanism for resolving complaints in a timely, efficient, and courteous manner.

  5. Recording, assessing, and reviewing complaints on an ongoing basis.

  6. Handling complaints in fairway.

Although we endeavour to solve your matters within a few days at the most, more complex billing investigations may take longer. We work hard behind the scenes and will keep you updated. We expect our customer service representatives to treat our customers with confidentiality and respect, we kindly request the same in return in order to achieve a fair and reasonable outcome.

HOW TO MAKE A COMPLAINT

Please contact our friendly customer service team by either of the following:

  • Email: info@humenergy.com.au

  • Mail: PO Box 10443, Southport BC QLD 4215

  • Phone: 1300 322 622

Alternative Avenues for Dealing with Complaints

The Energy and Water Ombudsman in each state is a free and independent service that can provide information, advice, and assistance to customers who feel any complaint is not satisfactorily dealt with. All our customers in NSW have the right to contact the Energy & Water Ombudsman NSW (EWON) at any time for independent advice and information. EWON’s contact details are below. Please note that ombudsman’s in other states and territories may not be able to assist customers in embedded networks. We would strongly encourage all customers to contact us directly in the first instance to allow us the opportunity to rectify any issues.

QUEENSLAND

ENERGY AND WATER OMBUDSMAN (EWOQ)

Mail: PO Box 3640, South Brisbane QLD 4101
Freecall: 1800 662 837
Fax: (07) 3087 9477
Email: complaints@ewoq.com.au
Web: www.ewoq.com.au

NEW SOUTH WALES

ENERGY AND WATER OMBUDSMAN (EWON)

Mail: Post Reply Paid 86550, Sydney South NSW 1234
Freecall: 1800 246 545
Freefax: 1800 812 291
Email: complaints@ewon.com.au 
Web: www.ewon.com.au

ACT

CIVIL & ADMINISTRATIVE TRIBUNAL

Mail: GPO Box 370, Canberra ACT 2601
Phone: (02) 6207 1740
Fax: (02) 6205 4855
Email: tribunal@act.gov.au
Web: http://www.acat.act.gov.au

SOUTH AUSTRALIA

ENERGY & WATER OMBUDSMAN (EWOSA)

Mail: GPO Box 2947, Adelaide SA 5001
Phone: 1800 665 565
Fax: 1800 665 165
Email: contact@ewosa.com.au
Web: www.ewosa.com.au

Retail Standing Offers.

 

Get in touch

Our Help Desk is available Monday through Friday between 8:30am and 4:30pm AEST (excluding public holidays).