Before making a complaint about your energy supplier, you must try to resolve the problem with them first. You have to give your supplier a reasonable opportunity to resolve your complaint before contacting us for assistance.
Our tips for handling a complaint with your energy supplier may be useful. If you are still not satisfied after contacting your energy supplier, you can lodge a complaint with us. It is also a good idea to check if we can assist you with your type of complaint.
When making a complaint, you should provide:
- your contact details (including your address and daytime phone number)
- the name of your energy supplier
- your energy account number, and
- an outline of your complaint (a factual and concise description of the details of your complaint in the order they happened).
Lodging your complaint is simple, you can:
Submit an online complaint form
Freecall: 1800 662 837 (calls from mobile phones may attract charges)
E-mail: complaints@eoq.com.au
Fax: (07) 3227 7068
Write to: PO Box 3640 South Brisbane Qld 4101
Visit our nearest office:
Brisbane - Level 9, 179 North Quay, Brisbane (8:30am to 5:00pm)
Cairns - Level 1, Cairns Corporate Tower, 15 Lake Street, Cairns (8:30am to 5:00pm)
Rockhampton - Level 2, 212 Quay Street, Rockhampton (8:30am to 5:00pm)
Translation services: 131 450 - For help using an interpreter visit TIS
National Relay Service: 133 677 - For help using this service visit NRS
Under the Federal Privacy Act 1988, we are only allowed to assist the actual energy account holder, unless permission, either written or verbal, has been given to act on someone else's behalf.
