Last updated 9 January 2019

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.

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.

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.