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Got a question? Use our frequently asked questions to find your answer.
How EOQ can help
Connections and responsibilities
Choosing a new retailer, contracts and marketing
Accounts
Disconnections
Got a question that's not answered here? Send us an email.
How do I make a complaint?
You must first contact your energy retailer to try and resolve your complaint.
If you are unsatisfied with their response, you can contact EOQ:
English is not my first language; can I use an interpreter when I contact EOQ?
Yes you can. At no cost to you, EOQ will organise an interpreter. Please let us know when you contact us or phone the Translating and Interpreting Service on 131 450.
I have a hearing or speech impairment, can I still contact EOQ?
Yes you can. Phone the National Relay Service:
What complaints can EOQ help with?
Find out more information about these issues.
What can't EOQ help with?
Connections and responsibilities
I'm moving to a new place, how do I get electricity and gas connected?
Choose a retailer and decide if you want a market or standard contract. The Queensland Government sets the price for electricity on standard contracts. The price for electricity is negotiated between the retailer and you on market contracts.
Before signing a market contract, make sure you understand all the terms and conditions, including fees and charges, the price you'll pay for electricity or gas, how often you'll receive bills and how you can pay your account.
It's also a good idea to read your meter when you move in so you don't end up paying for the previous occupant's energy.
Find out more about getting connected, contracts and reading meters.
Now that I'm connected, what am I responsible for?
You will generally receive a bill for your electricity or gas consumption every three months. It is your responsibility to pay the bill in full and on time.
If you're having difficulty paying the bill, contact your retailer straight away to discuss the options available to you - don't leave it until you receive a disconnection notice.
Find out more about energy bills and payment assistance.
You must also provide clear and safe access to your electricity or gas meter.
If the meter readers cannot access your meter because of a dog, locked gate or other obstruction, your retailer has the right to estimate your bill based on previous energy use. This may mean your bill is over-estimated and you end up paying for energy you didn't use. Or it is under-estimated and you receive a high catch-up bill once the meter is read.
To avoid this, contact your energy retailer to find out what other arrangements can be made.
Find out more about meters and meter readings.
What is my energy provider responsible for?
Your energy supplier must meet a satisfactory level of customer service. If they don't, you may be entitled to a rebate, known as a Guaranteed Service Level (GSL).
Electricity and gas GSLs include:
Contact your retailer if you believe you're entitled to a GSL rebate.
Energy suppliers are also responsible for reading your meter at least once every 12 months and supplying you with a bill based on your consumption at least every three months. Your consumption may be estimated if an actual read is not taken.
I'm moving out, what do I do?
Remember to cancel your account or transfer it to your new address and get a final meter reading. If you don't, you may be charged for future energy use at your old address.
If you've signed a market contract, check the terms and conditions to see if you'll be charged a termination or cancellation fee.
It's also a good idea to read your meter when you move out and check it against your final bill so you don't end up paying part of the new occupant's usage.
Read our How to get connected and Electricity and gas meters explained fact sheets for more information.
Choosing a new retailer, contracts and marketing
Which electricity and gas companies operate in Queensland?
Under the Energy Ombudsman Act 2006, all companies supplying electricity or gas to residential and small business consumers in Queensland must join the EOQ scheme.
It is these companies, known as retailers that will sell electricity or gas to you under full retail competition.
Our website has a list of the retailers, who are EOQ scheme members, and their contact details.
For a list of all companies licensed to sell electricity or gas in Queensland, contact the Queensland Mines and Energy.
How can I choose the right energy retailer for me?
EOQ cannot recommend if a retailer will be suitable for you or not, but there are a number of websites that compare contracts and allow you to switch to a new retailer if you choose to.
Queensland Competition Authority
www.choiceswitch.com.au
www.switchselect.com
www.shoparound.com.au
You can also ask your friends or family for recommendations.
Find out more about the retailers operating in Queensland and comparing contracts.
Energy companies want me to sign a contract, what do I do?
Under full retail competition, energy providers can compete for your business. They can sign you up to a market contract in person or over the phone. However, they must follow the Marketing Code of Conduct.
This means they can only contact you at reasonable times, provide you with written terms and conditions, explain the fees and charges, not contact you again if you ask not to be contacted, and ensure information is truthful, easy to understand and relevant.
They cannot engage in misleading or deceptive conduct or exert pressure or harass you to sign a contract.
Before signing a contract, ensure you read the fine print and understand the terms and conditions, ask for clarification if you don't understand anything and don't allow salespeople to pressure you - you will not be disconnected if you don't sign their contract.
You are also entitled to a 10-day cooling-off period. If you were pressured into signing a contract or you change your mind, it means you can cancel the contract within the 10 business day period without penalty.
Find out more about the Marketing Code of Conduct.
What are some of the common misleading statements salespeople have used?
At EOQ, we've received many complaints about energy salespeople making misleading or incorrect statements when trying to sign up new customers.
Some of the most common ones we've investigated include:
What can I do if I've been harassed by a salesperson or they've mislead me?
You need to make a complaint to the company the salesperson is representing.
If you can, make a note of the salesperson's name, the date and time of their visit or telephone call, your location, and what was said to you. Keep a copy of anything you've signed or any information given to you. This will help the retailer identify sales staff not complying with the Marketing Code of Conduct and ensure all other staff are complying with the Code.
If you were pressured into signing a contract, use the 10-day cooling-off period to cancel the contract. See our sample cancellation letter.
However, if you are not satisfied with the outcome of your complaint to the retailer concerned, you can contact EOQ for assistance.
Accounts
My bills have suddenly increased, why is that?
There are a number of reasons why your energy bills may have increased:
How can I reduce my energy consumption and reduce my bills?
Reducing your energy consumption will mean lower bills.
There are a number of websites that offer advice on energy efficiency.
Check the energy rating of appliances on www.energystar.gov.au or www.energyrating.gov.au.
The Queensland Mines and Energy has an energy calculator to help you estimate the costs of your household electricity use and provide tips on energy efficiency.
The Queensland Government has set up the ClimateSmart Home Service where for $50 a licensed electrician will visit your home and conduct an energy audit and develop a customised energy and water efficiency plan. They will also supply and install up to 15 free energy efficient light bulbs and an energy and water efficient shower head.
Read our fact sheet on high energy bills for more energy saving ideas.
I keep getting estimated accounts, what does this mean?
An estimated account means your energy distributor could not access your meter to read your actual energy consumption. Your retailer then has the right to estimate your bill based on your previous usage.
This can mean a couple of things:
If there is a locked gate, dog or other obstruction, contact your energy retailer to discuss other arrangements for reading your meter. Read our fact sheet on meter readings to find out more information.
It's been more than three months and I still haven't received my bill, what can I do?
Bills are usually sent to customers every three months. If you haven't received yours, you'll need to contact your retailer.
If you are unsatisfied with their response, or you still haven't received your bill, contact EOQ.
If you're concerned about paying a high account because of the extended billing period, EOQ can help set up a payment plan between you and the retailer, negotiate an extension to the due date for payment, or for Centrelink customers, set up Centrepay agreements where a nominated fortnightly amount is deducted from a pension or benefit payment into your energy account.
I'm a pensioner but I haven't received my electricity or gas rebate, what can I do?
You need to contact your energy retailer to make sure they have your pension card details such as its number, start date and/or expiry date.
If you have just signed a new contract and changed retailers, contact your new retailer and give them your pension card details. For privacy reasons, your old retailer cannot give your new retailer this information.
If you have already provided this information and still don't receive the rebate, or you are unhappy with your retailer's response, contact EOQ.
For more information, see our Payment assistance and rebates fact sheet.
I have just received a bill which includes the CAC levy, what is this?
The Community Ambulance Cover levy (CAC) ensures Queenslanders have access to ambulance services in an emergency.
Pensioners entitled to electricity or gas rebates do not need to pay the levy.
If you have not previously paid the levy and it is now included on your bill, contact your retailer to make sure they have your pensioner concession card details. You can ask for the pension rebate to be back-dated and the CAC levy reimbursed.
Contact EOQ if you are unable to achieve a resolution with your retailer.
For more information about the CAC levy visit www.ambulancecover.qld.gov.au
Yes, you should open any letters addressed to the Occupant or Customer sent by an energy company.
You have been sent this letter because energy use has been recorded at your premise but the retailer currently supplying energy doesn't have any record of an account being established.
There are a number of reasons why this can happen:
If you need to set up an account, see our fact sheet on How to get connected for more information.
If you have set up an energy account, contact the retailer you believe the account is with to find out what has happened.
If you are unable to resolve the problem, contact EOQ for assistance.
Disconnections
I've received a disconnection notice but can't afford to pay my bill, what can I do?
It is always best you contact your energy retailer immediately on receiving a bill you can't afford to pay, rather than waiting until you've received a disconnection notice.
However, if you have received a disconnection notice you should contact your retailer immediately to discuss payment options available to you.
These include:
If you are unable to negotiate one of these solutions with your retailer, contact EOQ for assistance.
You can also read our Payment assistance and rebates fact sheet for more information.
No, it cannot.
Under the Electricity Industry Code, a retailer must not disconnect power if it is:
The retailer must also give you five business days' notice of disconnection.
EOQ strongly urges you to contact your electricity retailer immediately upon receiving a disconnection notice to discuss payment arrangements and avoid disconnection.
If you can't negotiate a payment arrangement with your retailer, or there is another reason why your electricity is being disconnected that you can't resolve, contact EOQ for assistance.
I've come home to find my power has been cut off without warning, what can I do?
There can be many reasons why your power has been disconnected without warning. Contact your electricity retailer to find out why.
If for some reason you don't agree with the retailer's reason, such as you were disconnected because of an outstanding debt from a previous occupant or the retailer did not follow legislated procedures for disconnections, you can contact EOQ to try and resolve the problem.
Under the Electricity Industry Code, if you have been wrongfully disconnected you may be entitled to a Guaranteed Service Level (GSL) rebate. Contact your retailer to find out more.
