How to send us a compliment or complaint
To help us to respond to you quickly, please have your electricity account number handy.
- Call us on 13 10 46 (7.00am - 6.30pm, Monday - Friday).
- Write to us at
- Customer Response and Improvement Team Manager
Ergon Energy
PO Box 15107
City East QLD 4002
- Customer Response and Improvement Team Manager
- Use our Complaints and compliments form for online feedback
- Email us
The best way we have of understanding how we're performing is to hear from our customers.
If you think that our service has failed to meet any of our standards or you have a complaint, please contact us and we will respond quickly to your concerns.
Similarly, if our staff or service has impressed you, we'd also love to hear about it.
Our complaints process
When we receive your complaint, we'll do our best to resolve the issue or issues when we first contact you. If we can't resolve the matter then, it will be escalated within our internal complaints handling process.
Every effort will be made to achieve a resolution which is satisfactory for both you and us within five business days or within a timeframe to which we both agree.
In some cases it may take us longer to resolve the issue. For example, we may need to carry out a detailed investigation or install test equipment to verify what is happening. In these cases we will keep you informed of our progress.
If you're not happy with the first outcome, please tell us so we can escalate your complaint to our Customer Response and Improvement Team or the Office of the Customer Advocate.
After escalation through our internal complaints handling process, if the matter remains unresolved you may contact the Energy and Water Ombudsman Queensland to have your complaint reviewed.
- Freecall 1800 662 837
- Email complaints@ewoq.com.au
- Website www.ewoq.com.au
- Fax (07) 3227 7068
- By post at
- Energy and Water Ombudsman Queensland (EWOQ)
Mail Box 15107
South Brisbane QLD 4101
- Energy and Water Ombudsman Queensland (EWOQ)
The Energy and Water Ombudsman Queensland is an independent body established by the Queensland Government to investigate and resolve complaints and disputes between energy retailers and distributors and small energy customers*.
All complaints at Ergon Energy are treated confidentially and in accordance with our Privacy Policy (PDF 14kb).
For more information about how we deal with complaints, read Resolving Customer Complaints (PDF 389kb) and our Complaints Management Policy (PDF 64kb).
* Small customers consume up to 100MWh of electricity per annum, typically households and many small businesses.
Reporting of unlawful/unethical behaviour
The Company actively encourages the reporting of unlawful/unethical behaviour and official misconduct and has established an independent service (FairCall Service PDF 15kb) that provides a means by which a person can report suspected fraud, unethical conduct or breach of policy.
FairCall Service Provider: KPMG
Phone: 1800 500 965 between 8am and 6pm business days.
The service reflects the principles embodied in the various whistle blowers' protection standards and ensures fairness to all concerned.
ASX Best Practice Recommendation 3.1
GOC Guidelines, Principle 3, 7
