Last updated 13 September 2025

When consumers have electricity or gas connected, they enter into a contract with the energy provider. The contracts must comply with the National Energy Retail Rules and the Australian Consumer Law.

Standard retail consumer contracts must include certain terms, such as billing cycle and payment methods, as mandated by the National Energy Retail Rules. The cooling-off period is 10 business days, which allows the consumer to exit the contract without cost.

The Australian Government provides information for Queensland consumers about comparative electricity and gas tariffs. Pension discounts are not taken into account.

The Queensland Council of Social Service also has consumer factsheets on energy contracts.

Energy suppliers are obliged to have hardship policies.

Refunds are usually provided in the form of credits on future bills, and over-charges or under-delivery of service must be adjusted on the bill.

Consumers, who would like to make a complaint should contact the energy supplier first and give a reasonable opportunity to resolve the complaint before contacting the Energy and Water Ombudsman Queensland (the Energy Ombudsman) for assistance.

The Energy Ombudsman can assist with a wide variety of disputes including account disputes, disconnections, service guarantees and debt collection.

Once a complaint is made, an investigation takes place and negotiation or mediation may follow. If the matter is not resolved, the Energy Ombudsman can determine the matter with a decision that binds the energy supplier.

If the Energy Ombudsman cannot assist, consumers can take action in the Queensland Civil and Administrative Tribunal.