Complaints Process

Pi is committed to resolving concerns quickly and fairly. This page explains how to raise a complaint and the protections available to you.

How do I raise a complaint?

Email info@principleinnovation.tech with your name, contact details and a description of the issue. You can also call our line and speak to Aria, our 24/7 assistant, who can log your matter. We aim to respond to all requests within 30 days.

What if my complaint isn't resolved?

Pi's energy is supplied through a licensed, AER-authorised retail energy partner. This means you have access to energy ombudsman dispute resolution and the full protections of the National Energy Retail Law (NERL), the National Energy Retail Rules (NERR) and Australian Consumer Law (ACL), including hardship provisions and payment assistance.

Privacy-related complaints

For concerns about how your personal information is handled, see our Privacy Policy. If you believe a privacy concern has not been resolved satisfactorily, you may contact the Office of the Australian Information Commissioner (OAIC).

Your consumer protections

• Energy ombudsman dispute resolution
• Hardship provisions and payment assistance programs
• Clear billing and consumption information
• Contract variation protections

Full detail is in the pricing disclosure.