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Supplier responsibilities
Under the Energy Ombudsman Act 2006, all energy distributors and retailers who supply Queensland's small energy consumers with electricity or gas must become EOQ scheme members.
EOQ aims to ensure that energy scheme members operating in the Queensland energy market abide by relevant legislation, regulations and codes, and act in a manner which recognises the rights of all consumers. Some of the responsibilities of energy suppliers are listed below.
EOQ contact details listed on final disconnection notices
Under the Electricity Industry Code, energy retailers must include EOQ contact details on final disconnection notices.
Example of EOQ contact details on final disconnection notices:
If you are experiencing payment difficulties please contact us on [energy retailer's phone number] as we may be able to offer a payment plan that suits your needs. If you still have an unresolved issue after speaking to us, you can contact the Energy Ombudsman Queensland on 1800 662 837 who may be able to assist. Should you have already paid this account, thank you and please disregard this advice.
Marketing Code of Conduct
Energy suppliers and their marketers are governed by a strict Marketing Code of Conduct which outlines how and when they can contact consumers to promote their services.
Under the Code, marketers must:
Marketers cannot:
Breaches of the Marketing Code of Conduct are treated very seriously and penalties of up to $100,000 for individuals and $500,000 for corporations apply.
Guaranteed Service Levels
Queensland's energy consumers are entitled to a rebate on their electricity bill if their energy supplier does not meet a satisfactory level of customer service. A number of electricity and gas customer service standards are listed below.
Wrongful disconnection
Customer connections
Customer reconnections
Missed appointments
Reliable supply of electricity
Loss of hot water
Planned interruptions
Scheme member fees
All scheme members must pay a yearly membership fee at the start of each financial year (or when they become a scheme member) and quarterly user-pays fees to cover the costs of EOQ's functions.
A membership fee must be paid for each type of connection and retail service the scheme member provides. For example, if a scheme member is a gas and electricity retailer they must pay two membership fees, if a scheme member is an electricity retailer and distributor they must pay two membership fees, if a scheme member is a gas retailer they must only pay one membership fee.
The user-pays fees are calculated on a forecast of the scheme member's likely relevant performance costs for the quarter which means scheme members pay in advance and the amount will be adjusted at the end of each quarter to reflect the number of complaints concerning each member during that quarter. Scheme members do not pay interest on the adjustments, whether there's an increase or decrease. A scheme member's relevant performance costs are defined as those costs incurred by EOQ during the quarter to perform its function of resolving dispute referrals made to the ombudsman for the member.
Upon receipt of new membership notifications, EOQ will advise you of the membership fee and estimated user-pays fees that must be paid.
EOQ is fully funded by membership and user-pays fees, therefore in accordance with Section 66(4) and 68(4) of the Energy Ombudsman Act 2006, invoices for membership and user-pays fees must be paid within 14 days of receipt. Section 71 of the Energy Ombudsman Act 2006 provides that scheme members must pay interest on late payments.
