Feedback

We value your feedback!

Your experience matters. Whether we’ve made your day or there’s something we can fine‑tune, we’re all ears. If you’ve got feedback, a concern or a complaint, reach out - we’re here to help and we’ll get back to you as quickly as we can.

You can reach out to us about:

  • Your account
  • Billing or estimated bills
  • Payments
  • Concessions and rebates
  • Tariffs, prices and fees
  • Refunds (including solar refunds)
  • Clean Energy subscriptions
  • Life Support
  • And plenty more

Let’s work together to make your experience even better.

Our complaints procedure at a glance

We’re committed to handling complaints fairly and transparently. If you’d like more details on how we manage concerns and work towards a resolution, check out:

How to send us a compliment or complaint

If you'd like to lodge a compliment or complaint,  choose whatever’s easiest for you:

Prefer social media?

No worries, send us a private message and we’ll chat with you one‑on‑one to gather your details and guide you through the next steps.

Find our social media links in the page footer and let’s get things sorted together!

What we need from you

Sharing a few key details helps us get things sorted quickly:

✔ Your contact details or account number - so we can follow up

✔ A short summary of what’s going on

✔ How it’s affecting you - helps us understand the impact

✔ What a good outcome looks like from your perspective.

With this info, we’ll log your complaint and get to work right away. If we can fix it immediately, we will! If it takes a little longer, we’ll let you know the expected time frame and keep you updated along the way.

Ergon Energy Retail is proud to be a scheme participant of the Energy and Water Ombudsman Queensland, which is an independent body established by the Queensland Government to investigate and resolve complaints and disputes between energy retailers and distributors and energy customers using up to 160MWh of electricity per annum. This is typically households and many small businesses.
All complaints are treated confidentially and in accordance with our Privacy Statement.

Our complaints policy & procedure

1. First level resolution

When you raise a concern, our Energy Specialists are here to take full ownership of your complaint—from start to finish. They’re highly trained in everything from metering to billing and are empowered to make decisions that deliver the best possible outcome for you.

Our Energy Specialist can help with:

  • Processing refunds
  • Correcting and reissuing bills
  • Investigating meter issues
  • Scheduling appointments
  • Updating your account preferences
  • Handling back-billing concerns
  • Finding flexible, tailored solutions
  • And more!

The specialist handling your case will be with you every step of the way, ensuring a personalised resolution that meets your needs.

2. Escalated level

If you wish to take your complaint further, our Energy Specialists can pass the information on to a dedicated complaints specialist who will review your complaint and advise if there’s anything else we can do.

3. If you’re still dissatisfied

If you're not satisfied with our resolution, you can escalate your complaint to the Energy and Water Ombudsman Queensland for a free, fair, and independent review. Contact them at:

Suspected corrupt conduct

If you have a complaint relating to us that involves, or may involve, suspected Corrupt Conduct as defined under the Crime and Corruption Act 2001 (Qld) or a Public Interest Disclosure as defined in the Public Interest Disclosure Act 2010 (Qld), please call our 24/7 Integrity Line on 1800 822 965 or send details in writing to our mailing address shown below.

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