Scam safety

Scammers are getting trickier every year, so staying alert really matters. You can’t stop dodgy emails or text messages from landing in your phone, but you can spot the red flags early. We’re here to help you feel confident every step of the way.

What to do if you’ve received a hoax message

If you think you’ve received a hoax email or SMS:

• Don’t click on any links or content
• Delete it
• Log in to My Account to view your bill safely
• Check your My Account inbox to see messages we’ve sent you.

We’ll never ask for your banking info by email

You’ll never get an email from us asking for personal banking or financial details. If you need to update anything sensitive, do it through My Account or give us a call.

How to tell an email is really from us

You’ll only get e-Bills and notices from these email addresses:

• enquiry@support.ergonretail.com.au
• noreply@ergonretail.ergon.com.au (for account‑related messages).

Suspicious emails typically claim that you owe money and ask you to pay by clicking a fake link, and are sent from an email address that slightly differs to the one sent by us.

What real e‑Bills include

Your genuine Ergon Energy Retail e‑Bill will always:

• Come from enquiry@support.ergonretail.com.au
• Say “Your e‑Bill from Ergon Energy Retail” in the subject line
• Include your account name, account number, property address and billing period
• Include a PDF version of your bill.

If something’s missing - like the ‘Pay Now’ button, your account details or a proper attachment - it’s likely a hoax.

How to tell an SMS is really from us

Yes, you might receive SMS alerts from us. They’ll only ever be about something important with your account, and you’ll see a copy inside your My Account inbox too.

You might also hear from our metering provider Yurika if you have an appointment booked - like reminders or scheduling info.

Using QR codes safely

You’ll now see QR codes on some of our communications. They’re there to help you quickly open one of our webpages or online forms on your smartphone.

Strong safeguards are in place to protect you and our business from QR code scams. When you scan one of our QR codes, you’ll be taken to an official Ergon Energy Retail webpage or online form.

You’ll never be asked to make a payment through a QR code.

If something doesn’t feel right, trust your instincts and stop before clicking. Staying alert helps keep your information safe.

Not sure if a message is legit? We're here to help

If something feels off, get in touch with our regional Queensland team. We’d much rather you check than risk it.

For further information on how to identify a scam email or phone call, head over to the Scamwatch website or Stay Smart Online.