We’re a small team. We read every message.
No ticket queue, no chatbot. Write in about your bill, your account or your report, and a person on the team reads it.
Typically a reply within one business day (Melbourne time). Include the email you paid with, and your state and retailer for urgent billing issues. Please don’t attach your bill unless we ask; if we do, we delete it once your case closes.
Common questions.
My upload didn’t work. What happened?
Most failures come down to file size or format. We accept PDF and photos (JPG, PNG) up to 10MB. If your retailer’s PDF is scanned or heavily compressed, a clear phone photo of page one usually reads better. Still stuck? Email support and a human will process it manually.
I paid, but my report still shows locked.
This is almost always a payment sync delay. Give it a couple of minutes and refresh the page. Still locked after that? Email us your receipt and we’ll unlock it by hand, usually within the hour during Melbourne daytime.
The numbers in my report look wrong.
Tell us which one. Every figure traces to your bill or a dated plan-data snapshot, so we can audit it quickly. If we got it wrong, we’ll correct the report and tell you what happened.
How do I delete my data?
Email privacy@energycounselor.ai and everything goes within 30 days, usually much faster. Your uploaded bill is already gone; deletion covers the structured numbers and your account.
I want a refund.
The 7-day guarantee is real and doesn’t require a debate. Just say “refund” and the email address on your account, and see refunds.
What we can’t help with
- Calling your retailer on your behalf. We hand you the exact steps and numbers; the call itself is yours to make.
- Guaranteeing savings. Some households are already on the best available plan, and we say so honestly when that's the case.
- Arranging a hardship payment plan. That sits between you and your retailer directly; ask them for a hardship arrangement if you're struggling to pay.
We also can’t give personal financial advice. If your situation involves financial hardship, your retailer is legally required to offer a hardship program: ask them for it by name, and see Energy Made Easy for government-backed help.