contact and support

Amber customer support

With the introduction of the Cheaper Home Batteries Program starting 1 July 2025, more customers than ever have been flocking to Amber's wholesale model. This has resulted in a huge spike in support queries and our team are simply overwhelmed.

We know this isn't up to scratch and we're doing everything we can to get back to our speedy response times.

If you do have queries, we recommend first checking our FAQs.

If this doesn't answer your question, fill out the enquiry form by clicking the support button on the bottom right hand side of the screen.

We'll acknowledge receipt of your query by email and update you as you progress in the queue.

Thanks for your patience during this busy period.

Amber In-App Self Service

The following features are available for instant access, via your Amber App:

  • Set up a flexible payment arrangement
  • Request a move out, or move home
  • Update contact details
  • Update payment details
  • View your account balance
  • Download your current and any previous Amber bills
  • Enrol or set up your battery and device
  • Add a second address or NMI
  • Update your device's serial number

Need a quick answer?

Our helpful FAQs have all the answers you need, such as:
Help and FAQs

Customer Experience Fast Lane

The fastest way to chat with us! Click on the green "Support" button on the bottom right hand side of the screen.

Our Amber assistant, will give you instant responses to your questions about Amber or your account. If your question isn't resolved or you need more tailored help, we'll connect you directly via email to our friendly customer service team.

Contact us

EMERGENCIES
PHONE
EMAIL
POST

Urgent Support

If you are experiencing a power fault or emergency that is life threatening or dangerous, please call 000 for assistance.

Otherwise, if you have one of the following emergencies:

  • You don't have power and there is no network outage
  • You don't have power and you are on life support
  • You don't have hot water

You can call our emergency response team on 1800 531 907 (select Option 1, and Option 1 again).

They are available Monday - Friday 9am-8pm, Saturday and Sunday and public holidays 10am - 4pm.

Give our friendly staff a call

Need to speak with us?
Most questions can be answered quickly in our FAQs or the Amber app — they're your fastest, first stop.

Still need help? Call our friendly team Monday to Friday, 9am–5pm on 1800 531 907.

It’s best to call us if:

  • You’re moving in today (or tomorrow) and forgot to arrange your connection
  • You're experiencing financial hardship and are unable to set up a payment plan in-app

We’re a small team, so at busier times there may be a wait. If we miss you, feel free to try again later or shoot us an email and we’ll get back to you as soon as we can.

Talk to our customer service team

Need support?
You’ll find most answers quickly in our FAQs or the Amber app - they’re faster than an email and available 24/7.

Still need help? Email us at info@amber.com.au for prompt, friendly support (Monday to Friday).

Email is the best way to reach us for:

  • Troubleshooting battery or device issues
  • Cancelling your sign-up or transfer
  • Account credit refunds
  • Payment extension
  • Concessions
  • Solar reconfigurations and metering (including B2B)
  • Life support registration

We’re a small (but mighty) team and aim to get back to customers as soon as possible. If it’s urgent, please call our emergency or general support line.

To contact us by post please use the following postal address:

Amber Electric
Level 44/360 Elizabeth St
Melbourne
VIC 3000

Power outage or minor fault?

For minor faults and outages in your area, you'll need to contact your energy distributor. They’re responsible for the supply of energy, including the poles and wires that connect power to your home.

VIC
NSW
SA
QLD
ACT

There are 5 distributors in Victoria, to see which one serves your area click here

Citipower
13 12 80
Powercor
13 24 12
Jemena
13 16 26
AusNet Services
13 17 99
United Energy
13 20 99

There are 3 distributors in New South Wales, to see which one serves your area click here

Ausgrid
13 13 88
Endeavour
13 10 03
Essential
13 20 80
SAPN
13 13 66
Energex
13 62 62
Evoenergy
13 10 93

Urgent Support

If you are experiencing a power fault or emergency that is life threatening or dangerous, please call 000 for assistance.

Call us on 1800 531 907 and select option 1, for assistance with any of the following:
1. There is no network outage but you don’t have power
2. You are on life support and you don’t have power
3. You don’t have hot water.

For urgent queries, we provide a call back service and aim to call you back in less than an hour.
‍
Our connections team is available Monday - Friday 9am-8pm, Saturday and Sunday 10am - 4pm.
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For all other general queries, we provide a call back service and aim to call you back in less than 2 days.

Send us something by post

To contact us by post please use the following postal address:

Amber Electric
Level 44/360 Elizabeth St
Melbourne
VIC 3000

Here’s what our customers have to say

EXCELLENT

TrustScore 4.6 • From over 600 reviews, here are some favourites.

21 Mar

Amazing software and service

Amazing software and service. Our average FIT last month was 26c perKWH and export rate 10.8c per KWH. We have solar panels and battery and are big consumers, but our monthly bill was $27.62. Highly recommended

Grant Duncan
23 Mar

We have only been connected with Amber...

We have only been connected with Amber for a short time. We thought it was too good to be true 12 months ago. How silly were we. Sales team excellent, very patient and not pushy at all. Support team excellent. A lot of new ideas for us to learn, and they have been there all the time. We knew we were not going to make $$$$$ in the first month or so, however we have been $'s positive every day so far. We have 8k of PV and 2x 14kv Tesla batteries. We had a responsible retailer for a long happy time. We are even more happier now with Amber. Many Thanks for all the humans that we can seek help from. Peter and Annette

Peter Aitkin
16 May

How to save money

i have been with amber for around 15 months and i'm saving $80 a month average. so far custmer service has been excellent

John Youl
18 May

After 3 years with Amber

After 3 years with Amber, we are quite happy paying very little for electricity, a lot of time we end up with a credit. With a bit of effort on when to use power we can save. Help from Amber is excellent and not much wait either.

David Villinge
23 May

Amber is the best wholesale electricity provider for those with a battery

Amber is the best wholesale electricity provider for those with a battery. Solar rebates are near useless now and therefore making the return on investment from solar panels much longer. A way to improve that is to have more solar production and battery power than you need and then sell the extra in the early evening when prices are high. The Amber app can do all the work for you or you can manually control it to see if you can do better than the Smart Software.

David Carn
24 May

If you have solar and battery, read this

Anyone with a solar and battery set up would be crazy to not get on board with Amber Electric, it's easy to sign up, there's no hidden charges or penalties, everything is straight forward. Oh, and they're government backed. You won't look back.

John
25 May

Relevant advice

I am genuinely impressed by the support provided by Amber Electric during the recent sign-up process and some subsequent queries about operational details. Non-urgent e-mails were answered within 72 hours, and replies were helpful and relevant to my inquiries.

David
30 Apr

I love the wholesale price concept

I love the wholesale price concept that underlies Amber. With EVs, solar and home battery I am able to consume electricity when it is very cheap and use my stored power when it is expensive. It works very well for me and I can't see any reason I would ever go back to retail provider. They are very responsive to questions also

Phillip Healey
8 May

Love that the automation takes care of when to use solar, when to use battery, when to sell

I'm also an Amber noob, having had an eye on them for a while as a solar early adopter (had systems for over a decade, since in UK and installed two since owning homes in Oz). What made it finally stack up for me was the SmartShift deal, having recently installed a 19.2 kWh battery to complement my 7.5 kWp array w/ 5 kWp inverter. Love that the (tunable to suit preference of saving money vs. having more usable battery) automation takes care of when to use solar, when to use battery, when to sell, when not to etc.. I can also take control if I want to. Currently, I’m tracking barely paying for elec. so will only have the subscription and standing charges to fix up, which is great.

Ben Halkon
1 May

This is a game changer

This company is trying really hard to make a difference in the energy market. They are proactive and their market approach works for you, we have tried various ""retail"" options, but this ""wholesale"" plan and a little self input, the dollars stack up. This package will have you wishing that you had invested in Amber and a bigger battery sooner, the two together is a game changer

Steven Perry

Do energy differently.

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© Amber Electric Pty Ltd ABN 98 623 603 805

Terms and Conditions
Privacy Policy
Energy Factsheet
Amber acknowledges Aboriginal and Torres Strait Islander peoples as the Traditional Custodians of the land on which we operate. We pay our respects to Aboriginal and Torres Strait Islander Elders past, present, and emerging.
Amber is available in VIC, SA, NSW, ACT and SE QLD.
Amber passes through wholesale electricity prices directly at the cost to us, this includes: wholesale energy costs, hedging costs, network charges (per kWh and per day), metering costs, environmental costs and carbon offset costs.
Amber Electric Pty Ltd is an authorised electricity retailer and the provider of the Amber energy product Amber is an authorised representative (AR No. 1296915 ) of Capital and Treasury Solutions Pty Ltd (AFSL No. 429066).