If you're on SmartShift, you already know it's working away in the background - charging your battery when prices are cheap, discharging when they spike, and building a daily plan around your household's energy patterns.
But sometimes, things might not look quite right. Maybe SmartShift charged your battery when you expected it to hold off. Maybe it didn't export when prices were through the roof. Or maybe something just felt... off.
When that happens, we want to hear about it. And we've made it easy to tell us, right from the Amber app.
Where to find the feedback form
Head to the Plan screen in your app and tap "Learn how decisions are made". From there, you'll see three options:
- Watch our support videos - short explainers that walk through common questions and how SmartShift makes decisions.
- Get a quick answer from our FAQs - guided answers to help explain what's happening with your system.
- Notice something strange? - this is the feedback form. Pick the issue type, tell us what you noticed, and hit submit.
It takes about 30 seconds, and you don't need to dig through support channels to do it.
What happens with your feedback
Every submission gets read. The SmartShift team monitors incoming feedback closely, and it plays a real role in how the product evolves. Here's how we use it:
Spotting widespread issues fast. When a lot of customers flag the same thing around the same time, that's a strong signal that something's up. Your feedback helps us catch problems early - sometimes before they show up in our own monitoring.
Investigating suspected issues. If the team is already looking into something unusual with the system, customer feedback helps confirm whether it's affecting real households and how.
Shaping longer-term improvements. Designers, product managers, and engineers all look at feedback submissions over time. What you report directly influences what gets prioritised and built next. It's one of the most valuable inputs we have for making SmartShift smarter.
What it's not designed for
This feedback form isn't a support channel, and submissions won't be linked to your account or any existing support tickets. If you've got a site-specific issue that needs investigating - like a billing question or a problem with your battery connection - the best path is still to reach out to our support team directly.
Think of the feedback form as a way to flag patterns and behaviours, not to get an individual fix. We won't reply to every message, but every report helps make SmartShift better for everyone.
Why it matters
SmartShift is making thousands of decisions every day across thousands of households. The more we hear from customers about what's working and what isn't, the faster we can improve. Your experience is one of the best tools we have for building a smarter system.
So next time something looks a bit off, take 30 seconds and let us know. Head to the Plan screen, tap "Learn how decisions are made", and tell us what you noticed.
It all helps.
