Making a complaint

If you have a complaint about your retailer or distributor, you should speak with them first to see if it can be sorted out straight away. All retailers and distributors have dispute resolution services and it is likely that your dispute can be resolved directly with them.

If you are not happy with their response, you can contact the Energy Ombudsman.

The Energy Ombudsman replaces the former Energy Consumer Protection Office as the primary dispute resolution service for Queensland's electricity and reticulated gas small consumers.

The Energy Ombudsman will provide you with advice and assistance if you are unable to resolve a complaint with your energy supplier. However, you must try to resolve the problem with your energy retailer or distributor first.

To contact the Energy Ombudsman:
Freecall: 1800 662 837
Online: www.eoq.com.au
Fax: (07) 3227 7068
Email: info@eoq.com.au

It's a free service

The services of the Energy Ombudsman Queensland is free for Queensland's small energy consumers.

Who can complain?

Small energy consumers (householders and small business) who have been unable to resolve a complaint with their energy supplier will be able to lodge a complaint with the Energy Ombudsman Queensland. Small energy consumers are defined as those who use less than 100 megawatt-hours of electricity and/or one terajoule of gas per year.

What complaints can be investigated?

From 1 July 2007, the Energy Ombudsman Queensland will be able to assist you with unresolved complaints about:

Account errors/disputes
Payment difficulties
Connection and disconnection of supply
Claims for damages or loss
Market conduct of energy retailers
Contract terms
Transfer issues
Vegetation management
Supply quality and reliability
Extensions of supply, but not the cost of any extensions
General customer service issues
Guaranteed service level rebates

Things the Energy Ombudsman can't investigate

The fixing of the regulated electricity price Under the Electricity Act 1994, the Minister for Mines and Energy decides the regulated electricity price after a recommendation from the Queensland Competition Authority
Customer contributions to the cost of capital works The Queensland Competition Authority, as the economic regulator, is responsible for deciding the costs associated with capital works
Disputes between energy entities Resolving disputes between energy companies is the responsibility of the Department of Mines and Energy
A matter that has already been decided by a legal proceeding If the matter has been determined by a legal proceeding or arbitration, the Energy Ombudsman does not have the power to overrule the decision
A dispute relating to the community ambulance cover levy Queensland electricity retailers collect the ambulance levy on behalf of the Queensland Government through retailers' billing arrangements. If you have an enquiry about the ambulance levy you pay, please contact the Office of State Revenue on 1300 300 734

How do I make a complaint?

Before making a complaint about your energy supplier, you should try to resolve the problem with them first. You have to give your supplier a reasonable opportunity to resolve your complaint before contacting the Energy Ombudsman for assistance.

If you are still not satisfied after contacting your energy supplier, you can lodge a complaint with the Energy Ombudsman Queensland on 1800 OMBUDS (1800 662 837) or www.eoq.com.au(new window).

You should provide:

your contact details (including your address and daytime phone number)
the name of your energy supplier
your energy account number
an outline of your complaint (a factual and concise description of the details of your complaint in the order they happened).

Making a complaint is simple.

You have several options:

Lodge an online complaint form at

www.eoq.com.au
Phone

Freecall* the Energy Ombudsman on 1800 OMBUDS (1800 662 837)
*Calls from mobile phones may attract charges - let us know you're calling from a mobile and we'll call you back.
E-mail

info@eoq.com.au
Fax

(07) 3227 7068 at any time
Write

Brisbane
Write to: PO Box 3640 South Brisbane Qld 4101

Cairns
Write to: PO Box 3640 South Brisbane Qld 4101

Rockhampton
Write to: PO Box 3640 South Brisbane Qld 4101
Visit in person

Brisbane
Level 9, 179 North Quay, Brisbane (8:30am - 5:00pm)

Cairns
Level 1, Cairns Corporate Tower, 15 Lake Street, Cairns (8:30am - 5:00pm)

Rockhampton
Level 2, 212 Quay Street, Rockhampton (8:30am - 5:00pm)

What information should I include in my complaint?

You should provide:

your contact details (including your address and daytime phone number)
the name of your energy supplier
your energy account number
an outline of your complaint (a factual and concise description of the details of your complaint in the order they happened).

What happens after the Energy Ombudsman receives my complaint?

From 1 July, EOQ will carry out the following steps after receiving your complaint:

Step 1: Investigation

When you contact EOQ you will be assigned an investigation officer who will investigate and manage your complaint and keep you informed of progress.

To assist in investigations, EOQ may request information from your energy supplier such as:

account records
copies of letters or other correspondence
technical reports
details of any offers such as compensation
reasons for any decisions made by your energy supplier regarding your complaint.

EOQ may also request further action from your energy supplier such as a meter test.

Step 2: Negotiation

EOQ will negotiate a suitable outcome to your complaint which could be:

an agreed payment plan for an overdue account
reconnection of your energy supply
an agreed compensation amount for damage to equipment or property.

Step 3: Informal mediation

EOQ may hold an informal mediation session between you and your energy supplier to resolve your complaint. During informal mediation all parties are given equal opportunity to discuss the issue/s and work through options to reach a mutually acceptable outcome.

Most complaints are resolved through negotiation or informal mediation.

Step 4: Determination

If a matter cannot be resolved via negotiation or informal mediation, the Energy Ombudsman may decide to make, or refuse to make, a determination (binding decision) against the energy supplier to resolve your case.

Prior to the Energy Ombudsman making a final decision, a draft decision will be circulated to all affected parties for consideration and comment. The decision of the Energy Ombudsman, and the reasons for the decision, will be in writing. You can choose whether or not to accept the determination. If you accept it, then your supplier is bound by the determination.

The Energy Ombudsman can order energy suppliers to:

pay compensation to consumers (if no amount is prescribed, an amount of up to $20,000, or if all parties have agreed, an amount of no more than $50,000)
provide a non-monetary solution to remedy the dispute
amend a stated charge under an energy Act, and/or
carry out corrective work.

What if I am not satisfied with the outcome of the investigation?

From 1 July 2007, the Energy Ombudsman Queensland will establish an internal complaints policy to handle complaints about how the office has undertaken its dispute resolution role.