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:

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 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 Ergon Energy's responsibilities webpage.

In addition, if you are a small customer, you may make a complaint to Ergon Energy about a relevant matter, which is a matter that arises between you the small customer 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.

Ergon Energy has 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

Ergon Energy is 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.

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