Difficulties dealing with a retailer

if you need to contact your energy provider about a problem, there are some steps that may help to resolve the issue. These include:

  • Know the rights and responsibilities that apply to customers and suppliers. This can be useful in negotiating with a supplier. Information about consumer protections in Queensland are set out in the National Energy Customer Framework (NECF).
  • If you do not get a satisfactory outcome by speaking to frontline call centre staff, ask for a supervisor or senior customer service representative.
  • Always keep a record when you speak with your energy retailer. It can be useful to write down: the time of the call, the name of the operator, the call refernce number and a brief description of the issus and the outcome. This information is helpful if your retailer or the Energy and Water Ombudsman Queensland need to investigate your account in the future.

Making a complaint

Complaints about an electricity or gas service or supply should be directed to the relevant electricity or gas retailer in the first instance.

If you encounter difficulties dealing with an energy company, or are unable to resolve a dispute, you 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 the Energy and Water Complaints portal to find out which agency is responsible for handling your complaint.

Guaranteed Service Level (GSL) payments

If you have a complaint about your electricity distributor (not your retailer), you may be eligible for a compensation payment known as Guaranteed Service Level (GSL) payment. GSL payments may apply in the following circumstances:

  • If you have been wrongfully disconnected
  • If a new connection has not been made on time
  • If your 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).

For more information about GSL payments and how to make a claim, visit the Energex and Ergon Energy websites. 

More information

QCOSS has a number of energy factsheets available to download from our website. You can print these factsheets to hand out to clients.

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