We're making some changes

We apologise for the long phone wait times.

We know it’s been a frustrating time for our customers, with long wait times for people trying to call us.

This isn’t the standard we set for ourselves, and we apologise.

THINGS WE’RE DOING:
  • NEW – Launched payment plans in My Account so you can request a payment plan for your current bill with the click of a button.
  • NEW – Introduced an online moving form so you can quickly and easily request to open and close an account online.
  • NEW – If you’re set up for e-Bill and have received an email from us, you can now simply reply to get in touch with our friendly local team. You can sign up to e-Bill today via My Account.
  • Being based in regional QLD we’re competing for staff like everyone else. While we have recruited and continue to recruit, we’ve also opened a new contact centre in Mackay.
  • Introduced the new-look My Account platform for online transactions such as refunds, updating your details, adding concessions, opening an account.
  • You can reach us on Facebook via direct messenger for assistance (Note: Ergon Energy Network is a separate company and are unable to assist with your account and billing enquiries).
THINGS TO KNOW:
  • The Qld Govt Cost of Living Rebate will be applied automatically (no need to call us to get this applied).
  • We’ve been writing to and emailing customers about changes to their account numbers and new payment details including BPay changes. See more information at the top of this page.
  • My Account allows you to manage most aspects of your account online, and we are adding new features all the time – login or register today.

While it will take longer than usual to reach us, we expect phone wait times will improve in the coming weeks as our new staff are trained up and become available to assist with your enquiries.

Thanks for your patience!

We're making some changes for the better

Over the next few months our customers will receive a letter or an email with a new account number, and we want to keep you in the loop.

As locals ourselves, we understand regional Queensland’s evolving energy needs and we're making these changes to best support our customers into the future.

Here's what you need to know

You'll receive the email from enquiry@support.ergonretail.com.au if you're set up for e-Bill, otherwise it'll come to you in the post.

The letter will let you know your new account number and payment details, along with some changes to the way we'll contact you.

We'll only send you e-Bills from the following email addresses:

  • no-reply@ergonretail.com.au
  • enquiry@support.ergonretail.com.au
  • no-reply@digital.ergonretail.com.au.

We're serious about your security

If it’s not from one of these email addresses or if you’re in doubt, don’t open the link in the email. Remember, we will never email you to ask for your personal banking or financial details.

Find out more about how to tell a scam from a real Ergon Energy Retail email.

Your new look bill

Enjoy a modern and refreshed appearance when receiving your new bills through email.

The subject line has been updated to "My home e-Bill from Ergon Energy Retail," featuring your account number.

Take a peek at a sample of the email below.

ebill

Looking for a detailed overview of your latest bill? We've got you covered! Explore our guide to understanding your new bill.

We're here to help

Our contact details remain the same for our regional Queensland teams based in Maryborough, Rockhampton, Townsville & Mackay.