Customer's rights and obligations

Energisation and re-energisation timeframes

If supply is available and you and/or a retailer have lodged all the necessary paperwork and taken all the steps you need to take, then electricity will be connected to your premises on the agreed date. The timeframes within which we will energise or re-energise your premises are set out:

• For standard service orders - in clause 3.7.1(b) and clause 3.7.3 of the Electricity Distribution Network Code
• For other service orders - in accordance with your relevant connection establishment contract or ongoing supply contract (as applicable).

Relevant energy laws

The suite of core energy laws that outline your rights and obligations as an electricity connection applicant or customer are:

• National Energy Retail Law - set out as a schedule to the National Energy Retail Law (South Australia) Act 2011 (SA), as amended by the National Energy Retail Law (Queensland) Act 2014 (Qld)
• National Energy Retail Rules - as amended by the National Energy Retail Law (Queensland) Regulation 2014 (Qld)
• National Energy Retail Regulations
• National Electricity Law - set out as a schedule to the National Electricity (South Australia) Act 1996 (SA), as amended by the Electricity – National Scheme    (Queensland) Act 1997 (Qld)
• National Electricity Rules - as amended by the Electricity – National Scheme (Queensland) Regulation 2014 (Qld)
• Electricity Act 1994 (Qld) and the Electricity Regulation 2006 (Qld)
• Electricity Distribution Network Code
• Electrical Safety Act 2002 (Qld), Electrical Safety Regulation 2013 (Qld) and the Electrical Safety Codes of Practice 2020 (Qld).

Standard complaints and dispute resolution procedures

If you apply for customer connection services, we must provide the relevant connection services you applied for in accordance with the relevant customer connection contract.

Relevant connection establishment contracts are discussed further on the Residential connections and Business connections webpages, and for major customers on the Major business connections webpage.

Relevant ongoing connection contracts are discussed further on the Our responsibilities webpage.

In addition, if you are a small customer, you may make a complaint to us about a relevant matter, which is a matter that arises between you and us.  A relevant matter includes:

• The carrying out of an energy marketing activity
• A deemed standard connection contract
• A negotiated connection contract
• A matter under or in connection with the National Electricity Rules concerning a new connection or a connection alteration.

Please note that the setting of tariffs and charges by Ergon Energy is not a relevant matter.

We have a set of procedures for handling small customer complaints and disputes.  For more information please view our Network feedback webpage.

Queensland Energy Ombudsman

You may also make a complaint to the Energy Ombudsman about a relevant matter.  The Queensland Energy Ombudsman details are:

• Freecall: 1800 662 837
• Email: complaints@ewoq.com.au
• Fax: (07) 3227 7068
• Write to: PO Box 3640, South Brisbane Qld 4101

The offices of the Queensland Energy Ombudsman are located at:

• Brisbane - Level 16, 53 Albert Street (8:30am-5pm)
• Cairns - Level 1, Cairns Corporate Tower 15 Lake Street (8:30am-5pm)
• Rockhampton - Level 2, 209 Bolsover Street (8:30am-4:45pm)

Interpreter services: 131 450

National Relay Service: 133 677

Special provisions for small customers

Guaranteed service levels

We are committed to giving you the best possible service. If we don't meet the Guaranteed Service Levels (GSLs) set out in the Electricity Distribution Network Code, we will pay eligible customers a GSL payment. For more information, please see our GSLs webpage.