Got any questions?
About competition
What will happen if I do nothing?
Nothing will change. You will stay with your existing electricity or gas retailer on your current supply arrangements.
Electricity customers who do not take up an offer from a new retailer, or who live in regional Queensland, will continue to receive electricity at the regulated price set by the Queensland Government.
What happens with electricity retail supply in other states?
All other states have decided to introduce retail competition. In Victoria and NSW, choice for consumers was introduced in 2002, and in South Australia choice was introduced in 2003. Tasmania and Western Australia will introduce choice in 2010. Around 40 per cent of Victorian and South Australian households have decided to accept an offer from another retailer or a new offer from their existing retailer.
Reports indicate that customers change retailers because they can make savings on their electricity bills or achieve some other service benefits.
I recently received a bill from Origin Energy/AGL. Who are they?
In 2007, the Queensland Government finalised the sale of the former south-east Queensland retail operations of ENERGEX to Origin Energy and AGL.
Origin Energy has become the electricity retailer for customers in and around Brisbane's CBD, Brisbane's inner northern suburbs, and areas south and west of Brisbane in south-east Queensland.
Origin Energy is also the retailer for natural gas north of the Brisbane River, Gladstone, Rockhampton and Wide Bay regions.
AGL has become the retailer for electricity customers in Brisbane’s outer northern suburbs, the Sunshine Coast, Cooloola and Kilcoy Shires. AGL is also the retailer for natural gas customers on Brisbane’s southside and the Gold Coast.
Until 30 June 2007, Origin Energy or AGL will issue your electricity and gas accounts. From 1 July 2007 you can choose to remain with your existing retailer (Origin Energy or AGL) or change to a new retailer when retail competition commences.
If you do nothing, your electricity and gas accounts will remain with these companies.
What electricity businesses did the Government sell?
The Government sold the ENERGEX electricity and gas retail businesses and Ergon Energy's competitive electricity retail business. ENERGEX's Allgas gas distribution business was also sold.
The Queensland Government will continue to own its electricity distribution, transmission and generation businesses, and the Ergon Energy regional electricity retail business.
Why were they sold?
The Government decided to sell its electricity and gas retail businesses to provide for a more competitive retail market. If the sale did not take place, under retail competition the Government retailers, ENERGEX and Ergon Energy, would have faced stiff competition from larger and more commercially experienced private retailers. Selling these businesses ahead of retail competition allowed the Queensland Government to maximise the return to taxpayers.
The ENERGEX and Ergon Energy network distribution businesses can now focus on providing essential distribution and network services, enhancing the security and reliability of Queensland's electricity supply.
What is the Government doing with the money?
The Queensland Government has raised just over $3 billion from the sale of its energy businesses. The sale proceeds will be placed into the Queensland Future Growth Fund for major economic infrastructure projects such as water, clean coal technology and other transport and energy infrastructure.
Are ENERGEX and Ergon Energy being sold?
No. ENERGEX and Ergon Energy will remain in Government ownership.
When will I be able to choose my electricity or gas retailer?
You can sign a contract with a retailer right now if you wish, but any contract will be subject to a 10 business-day cooling-off period which applies to all electricity and gas contracts from the date you sign.
During the cooling-off period you can cancel the contract if you change your mind, without incurring any penalties.For electricity, you can:
- stay with your current retailer on the regulated electricity price set by the Government
- ask your current retailer about any new deal they may be offering
- compare offers from other retailers and choose a deal that better suits your needs.
For your natural gas, you can:
- stay with your current retailer on their standard terms and conditions
- ask your current retailer about any new deal they may be offering
- compare offers from other retailers and choose a deal that better suits your needs.
Is the lightbulb used in the ads and brochures an energy efficient lightbulb?
The lightbulb used on this website, in the television advertisement and brochures is a hybrid lightbulb, developed to convey the information about full retail competition in a simple to understand way. While based on an environmentally-friendly, energy efficient lightbulb, the hybrid lightbulb used in the campaign was developed so it could ‘morph’ into shapes and words.
It was chosen as the visual image for this campaign because it is something people associate with their electricity and represents the traditional image of a 'bright idea'.
My electricity service
How do I choose an energy retailer?
Only companies licensed by the Queensland Government will be able to sell electricity or gas. When considering new retail offers, the things you should pay careful attention to include:
- the details of any package prices or rates at which electricity or gas will be charged (compare them to what you are paying now)
- how much electricity and/or gas you currently use
- what is included in the package price
- how and when you will be billed
- how and when you must pay
- any penalties for early termination of the contract
- any fees and charges including minimum charges, late payment fees, etc.
Can I go back to the regulated or notified price?
Yes. You can tell your electricity retailer that you want to stay on the regulated price or at the end of any contract you can go back to the regulated price if you want.
How do I compare prices?
The Queensland Competition Authority has set up a price comparator so you can quickly and easily compare the electricity and natural gas prices being offered by all licensed retailers in Queensland.
My electricity has been disconnected - who do I call?
You should contact your electricity retailer if your electricity has been disconnected.
Will the retail suppliers have shop fronts?
They may, and you should ask them. One benefit of competition is that, if you prefer to deal face-to-face with your supplier, you can choose one that provides this kind of service. However, the Government does not require retail suppliers to have shop fronts.
Can I still buy green electricity?
Yes. Shop around to find a retailer that sells green energy.
How do I contribute to the ENERGEX rescue helicopter?
The ENERGEX distribution business will continue to support the rescue helicopter, however you will no longer be able to donate to the helicopter via your electricity account after 30 June 2007. From 1 July 2007, you can make donations by registering with the Community Rescue Helicopter Service online at www.rescuechopper.com.au or by phoning them directly on (07) 5458 8740.
Can I still contribute to the Royal Flying Doctor Service through my Ergon Energy bill?
Ergon Energy maintains this vital service through its billing arrangements. However, If you switch to another electricity retailer you can no longer contribute via your Ergon Energy bill. However you can contact the Royal Flying Doctor Service to arrange direct contributions.
My gas service
Will the retail suppliers have shop fronts?
They may, and you should ask them. One benefit of competition is that, if you prefer to deal face-to-face with your supplier, you can choose one that provides this kind of service. However, the Government does not require retail suppliers to have shop fronts.
Will I have to install a new gas meter if I change retailers?
No.
If I have unmetered (no meter) gas cooking, can I choose my retailer?
If you live in an apartment block, have gas cooking, but do not have a meter that records your gas consumption (unmetered supply), you are unable to change to another supplier.
This is because the gas that is supplied to you is purchased from a retailer in bulk by the Body Corporate or owner of the premises and they then charge you for the gas you use.
If I live in an apartment block or are part of a shopping complex with unmetered gas supply, can I change retailers?
If you live in an apartment block, are part of a shopping complex or similar arrangement and do not have a meter that records your gas consumption (unmetered supply), you are unable to change to another supplier.
This is because the gas is purchased from a retailer in bulk by the operator, Body Corporate or owner of the premises where you receive supply and they then charge you.
Consumer protection
What if I have a problem with my energy supplier?
If you have a complaint about your energy supplier (eg. their conduct, a contract you've entered into, connection of energy supply etc.) you should try to resolve the problem with your energy supplier first.
All energy suppliers have dispute resolution mechanisms in place and it is likely that your dispute can be resolved directly. If you are still unsatisfied after contacting your energy supplier, you can contact the Energy Ombudsman Queensland on 1800 662 837 or www.eoq.com.au.
How do I make a complaint?
Making a complaint is simple.
You have several options:
- Lodge an online complaint form
www.eoq.com.au
- Phone
1800 ENERGY OMBUDS (1800 662 837)
- E-mail
info@eoq.com.au
- Fax
(07) 3227 7068 at any time
- Write
Brisbane
PO Box 3640 South Brisbane Qld 4101
Cairns
PO Box 3640 South Brisbane Qld 4101
Rockhampton
PO Box 3640 South Brisbane Qld 4101
- Visit
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)
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).
Can I make a complaint on behalf of a friend or relative?
Under amendments made to the 1988 Federal Privacy Act, the Energy Ombudsman Queensland will only be allowed to assist the actual account holder, unless permission, either written or verbal, has been given for you to act on someone elses behalf.
How will the independence of the Energy Ombudsman's role be ensured?
An Energy Ombudsman Advisory Council will be established to monitor the Energy Ombudsman's independence. The council will be made up of independent members of the community drawn from industry and consumer groups.
What will be the role of the Energy Ombudsman Queensland's Advisory Council?
The Advisory Council will be responsible for monitoring the Energy Ombudsman's independence and making recommendations to the Minister on the appropriateness, scope and effectiveness of the office.
How will the Energy Ombudsman Queensland's dispute resolution service be funded?
The office will be funded by annual membership and user-pays fees (paid quarterly in advance based on forecast operating costs for the quarter) imposed on electricity and gas retail and distribution entities supplying small customers in Queensland. Small customers are those who use up to 100 megawatt-hours of electricity per annum or one terajoule of reticulated natural gas per annum.
How can I stop retailers calling me at home?
From May 2007, the Commonwealth Government is setting up a free 'Do Not Call Register', which gives you a choice about whether to receive any telemarketing calls at home. Most telemarketers should not call your number once it has been on the register for 31 days. You can register your home or mobile phone for five years on the 'Do Not Call Register' website
Do privacy standards apply to the use of customer details?
Customers wishing to find out more about their new retailer's privacy policy should contact their retailer directly.
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