ENGIE (IPower Pty Limited and IPower 2 Pty Limited trading in partnership) has paid penalties totalling $1,206,050 for alleged failures to review bills at the request of customers within the timeframes specified in its complaints policy.
ENGIE penalty notices 2025
Energy retailer ENGIE (IPower Pty Limited and IPower 2 Pty Limited trading in partnership), has paid penalties totalling $1,206,050 after we issued penalty notices on 31 October 2025.
In Victoria, retailers are required to review a bill when requested to do so by a customer. A review must be conducted in accordance with time limits specified within the retailer’s complaints policy. ENGIE’s complaints policy states that it must acknowledge a complaint or bill review request within 3 business days and either resolve the complaint or request within 15 business days, or work with the customer to establish a new timeframe if it cannot be resolved within 15 business days.
It is alleged that ENGIE failed to review the bills of customers within specified time limits 31 times between 22 August 2023 and 18 March 2025.