Our customer charters

As owners and operators of the electricity distribution networks within Queensland, we're proud and passionate about our responsibilities of meeting our customers' needs for a safe and reliable electricity supply.

To show our commitment to you we've developed Customer Charters for large business and residential/small business customers.

Our Customer Charters give customers information about the terms and conditions of contracts with us for the billing and sale of electricity, and contracts for the electricity connection. They also provide other more general information relating to your rights, entitlements and obligations.

Laws and regulations

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

• the 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)
• the National Energy Retail Rules, as amended by the National Energy Retail Law (Queensland) Regulation 2014 (Qld)
• the National Energy Retail Regulations
• the 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)
• the National Electricity Rules, as amended by the Electricity – National Scheme (Queensland) Regulation 2014 (Qld)
• the Electricity Act 1994 (Qld) and the Electricity Regulation 2006 (Qld)
• the Electricity Distribution Network Code
• the Electrical Safety Act 2002 (Qld), Electrical Safety Regulation 2013 (Qld) and the Electrical Safety (Codes of Practice) Notice 2013 (Qld).