Complaints

Our Complaints and Dispute Resolution Procedure¹ explains how we'll manage complaints and disputes. It includes what information we require from you, when you can expect to hear from us, and what options you have if you feel your complaint or dispute has not been handled effectively.

Who does the procedure apply to?

The Procedure applies to you if you're a small customer and draw your electricity supply directly from our network. A small customer is someone who purchases energy mainly for personal or household purposes, or a business who consumes less than 100 megawatt hours of electricity each year.

The procedure can also apply to contractors or suppliers providing goods or services to, or on behalf of us.

What is a complaint?

A complaint or dispute is an expression of your dissatisfaction in relation to our actions, products, services, staff or the complaints handling process itself, where you would like a response or resolution.

A complaint or dispute may include:

• Claims for loss or damage
• Failure to meet our Guaranteed Service Levels
• Reimbursements of electrical contractor fees due to our equipment failure.

Suspected corrupt conduct complaints

If you have a complaint relating to Energy Queensland that involves, or may involve, suspected Corrupt Conduct as defined under the Crime and Corruption Act 2001 (Qld) or a Public Interest Disclosure as defined in the Public Interest Disclosure Act 2010 (Qld), or suspected Modern Slavery as defined under the Modern Slavery Act 2018 (Cth), please call our 24/7 Integrity Line on 1800 822 965 or send details in writing to The Company Secretary at the mailing address shown below.

Our commitment to customers

As part of our commitment to you, we:

• Recognise your right to raise concerns about electricity supply or any of our products or services
• Will attempt to resolve any issues you may have in an effective, respectful and professional manner
• Will take your feedback into consideration to continually improve how we handle complaints or disputes.

When you have a complaint, we'll:

• Respond quickly and aim to resolve the complaint when it is first raised
• Keep you informed of the progress of your complaint when it is first raised
• Let you know you have the right to take complaints to more senior staff in our business, to the Energy and Water Ombudsman Queensland or other appropriate organisations
• Keep reviewing how we handle complaints to make sure our processes and procedures are effective.

Complaints handling process

For more information, you can read:

• the Energy Queensland Complaints Management Policy (PDF 773.1 kb) applies to Energy Queensland and its subsidiary companies, including our distribution businesses Ergon Energy Network and Energex
• our Complaints handling FAQs.