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Our complaints process
When we receive your complaint, we'll do our best to resolve the issue/issues when we first contact you. If we
can't resolve the matter, 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 5 business days or within a
timeframe that we both agree to.
In some cases it may take us a little longer to be able to resolve the issue. For example, we may need to carry out a detailed investigation or install test equipment to verify what's
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 (specialist complaints handling case managers) 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 Ombudsman Queensland to have your complaint reviewed. The Energy 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*. You can email them at info@eoq.com.au
All complaints are treated confidentially, and in accordance with our Privacy Policy.
For more information about how we handle complaints, read our Resolving Customer Complaints brochure and
our Complaints Management Policy.
*Small customers consume up to 100MWh of electricity per annum, typically households and many small businesses.
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