Your dedicated account manager is your one point of contact. You can find their direct contact details on the front page of your invoice.

Visit our small multi-site customer support page here for more information.

It’s important to keep your contact details up to date for your account including site and outage contact details. Please advise your account manager, call 13 23 76, email [email protected] or advise your broker of any changes to your account contacts.

Emergencies

In the case of an emergency, or if you can smell gas, call 000 immediately.

Power Outage

In the case of a power outage, you will need to contact your network provider directly. Your network provider is responsible for the electricity network in your area and can give you up-to-date information in relation to an unplanned outage or blackout.

You can find contact details for your network provider here. Your network provider information can also be found on your electricity invoice (usually findable on Page 3 of your invoice). Your invoice also contains contact numbers to call for Faults and Emergencies.

Your Shell Energy Account Manager is also available, during business hours, should you need additional support.

Gas Outage

In the case of a gas outage, you will need to contact your gas distributor directly. Your gas distributor can give you up-to-date information in relation to an unplanned outage or supply issues.

You can find contact details for your gas distributor on the Australian Energy Regulator website.

You can also find details of your gas distributor on your gas invoice (usually findable on Page 3 of your invoice). Your invoice also contains contact numbers for Supply Problems and Emergencies.

Your Shell Energy Account Manager is also available, during business hours, should you need additional support.

Your Account Manager is your main point of contact and can assist you with answers to your queries. You can find your Account Manager’s contact details on the first page of your invoice or call us on 13 23 76.

To make a complaint, fill out our Contact Us form and select the "Complaints" option from the drop down.