Energy retailer ENGIE has been penalised $1,206,050 for allegedly failing to respond to customer complaints about billing issues in a timely manner. One customer waited over a year to have their bill reviewed.
The Essential Services Commission established a taskforce to investigate ENGIE after receiving a referral from the Energy and Water Ombudsman Victoria (EWOV) earlier this year.
Between 1 April 2024 and 31 March 2025, EWOV received an influx of complaints about ENGIE and its data showed ENGIE had become the state's most complained about energy retailer.
During the commission's investigation, ENGIE acknowledged it failed to review bills of 487 customers within the timeframes specified in its complaints policy. Some impacted customers were also experiencing payment difficulties when they requested a bill review.
The commission investigated a sample of those cases and penalised ENGIE for 31 alleged breaches affecting 12 customers, between 22 August 2023 and 18 March 2025.
Quotes attributable to Essential Services Commission Chairperson and Commissioner Gerard Brody
"Receiving a bill that you think is incorrect can be frustrating but having your concerns fall on deaf ears is incredibly aggravating and time consuming. Retailers like ENGIE must listen and resolve customer complaints appropriately. This fine shows there are consequences for retailers who don't treat customers appropriately."
"The $1.2 million penalty relates to 31 alleged breaches, but complaints about ENGIE's conduct are far reaching. EWOV's referral involved hundreds of complaints, and our taskforce is continuing to investigate ENGIE's performance and treatment of customers."
"All energy retailers in Victoria have a responsibility to listen and respond when customers raise concerns. Complaints are not an inconvenience – they are clear warnings that something is wrong. This significant fine should make ENGIE's leaders sit up and take notice, and ensure issues are resolved quickly and effectively."
Background
Victoria's energy rules
In Victoria, retailers are required to review a bill when requested to do so by a customer within the time limits specified in their complaints policy.
ENGIE's complaints policy says it will:
- acknowledge a complaint or bill review request within three business days
- resolve the matter within 15 business days or work with the customer to establish a new timeframe.
Taskforce
The taskforce was established after the commission received a statutory referral relating to systemic issues about ENGIE from EWOV. The taskforce is continuing to investigate other matters related to ENGIE's conduct as part of the referral. While these investigations are ongoing, the commission cannot comment further.
