Handling a complaint with your supplier

If you have a problem with your energy 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 energy retailer or distributor?
Your energy retailer is the company that bills you for electricity and/or gas.
Your energy distributor is the company that owns the poles, wires and pipelines that supply energy to your home.

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. 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).

If you don't know who your energy retailer or distributor is search the list of energy suppliers. Not all of these companies may offer electricity/gas in your area.

Step 2 - Contact your energy supplier
When contacting your energy 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 energy 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 energy contract or bill with your account number and any other documents handy.

When you call your energy 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 receipt 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 energy 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 energy 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 EOQ for assistance
If you are still not satisfied after contacting your energy supplier to resolve your problem, you can lodge a complaint with us.

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