Lodging a complaint
All complaints about an electricity or gas service or supply should be directed to the relevant electricity or gas retailer in the first instance.
Customers who encounter difficulties dealing with an energy company, or are unable to resolve a dispute, can lodge a complaint with the Energy and Water Ombudsman Queensland. For more information, call 1800 662 837 or visit the Energy and Water Ombudsman Queensland website.
There are some issues the Energy and Water Ombudsman Queensland cannot investigate, such as bulk hot water problems or disputes with an on-seller. Visit Energy and Water Complaints to find out which agency is responsible for handling a complaint.
Guaranteed Service Level (GSL) payments
Some specific complaints relating to the service of electricity distribution may attract compensation payments known as Guaranteed Service Level (GSL) payments. GSL payments may apply in the following circumstances:
- If you have been wrongfully disconnected by your electricity distributor
- If a new connection has not been made on time
- If you reconnection has not been completed within the prescribed timeframe
- If your electricity distributor fails to attend a premises in response to an inquiry about loss of hot water supply within the prescribed timeframe
- If your distributor makes an appointment to attend your premises and does not attend within the specified time period
- If there is a planned interruption without at least two business days’ notice being given
- If the number of unplanned interruptions occurring in one financial year exceeds a set number (excluding certain types of interruptions).
QCOSS has released a number of factsheets on essential services, including providing tips for customers in dealing with electricity retailers. You can print these factsheets to hand out to clients.