If you have a problem with your energy or water supplier, you must try to resolve the problem with them first.
You have to give them a reasonable opportunity to resolve your complaint before contacting us for assistance.
Step 1 - Is your complaint with your retailer or distributor?
Depending on what your complaint is about, depends on whether you need to talk to your retailer or your distributor.
Your energy retailer is the company that bills you for electricity and/or gas. The types of issues you might want to contact your energy retailer about could include: payment, account and contract issues; disconnection; and conduct of their telemarketers/door-to-door sellers.
Your energy distributor is the company that owns the poles, wires and pipelines that supply energy to your home. The types of issues you might want to contact your energy distributor about could include: loss of power; damages to property and equipment; and issues with vegetation (eg. maintenance of trees around powerlines).
In south east Queensland, you only need to contact your water supplier as they are both the retailer and the distributor.
If you don't know who your retailer or distributor is, search the list of energy and water suppliers or check your bill.
Step 2 - Contact your supplier
When contacting your energy or water supplier to make a complaint, it's important to get your facts right, stay calm and polite at all times and be persistent.
Before calling your supplier, you should:
- make a note of what you want to say (a brief and factual description of the details of your complaint in the order they happened), and
- have your contract or bill with your account number and any other documents handy.
When you call your supplier, remember to:
- write down the name of the person you speak to, the date and time, and what is said
- explain your problem and what you would like them to do to resolve it (if your matter is urgent, let them know and explain why)
- ask what they will do to resolve your complaint and how long it will take (make sure you get a reference number if the matter cannot be resolved immediately), and
- ask to speak to a senior staff member if the customer service operator cannot resolve the issue.
If your complaint is complicated but not urgent, you may choose to send a written complaint to your supplier. If you need to put it in writing:
- address your letter to the Customer Service Area
- include your name, address, daytime phone number, and account number
- describe your complaint (a brief and factual description of the details of your complaint in the order they happened)
- explain the outcome you seek
- set a deadline for when you want the matter resolved, and
- explain how you would like them to contact you in reply (eg. by phone, letter, email etc.).
See our sample complaint letter for more information.
Consider using registered mail so you can be sure your letter was received. Send photocopies of original documents such as bills and contracts, and keep copies of any letters/important documents you send and receive.
Step 3 - If still unresolved, contact EWOQ for assistance
If you are still not satisfied after contacting your supplier to resolve your problem, you can lodge a complaint with us.