Retail contracts and rules
You deserve clear, simple information about your energy service. This page explains the rules that guide how we supply electricity across regional Queensland and the contracts that apply to you.
The National Energy Customer Framework (NECF)
The National Energy Customer Framework, or NECF, sets the rules for how electricity is sold and supplied to homes and businesses. Queensland adopted NECF on 1 July 2015.
These rules help by giving you consistent protections no matter where you live. NECF makes sure electricity retailers in each participating state follow the same standards, so you can feel confident when you deal with your energy provider.
NECF also strengthens support for anyone doing it tough. Retailers must actively identify customers who might be finding it difficult to pay their bill on time and offer help early. It also reduces red tape for the energy industry which helps retailers deliver better service and keeps the market fair and competitive.
Standard customer contracts
Standard Retail Contract (SRC)
Our Standard Retail Contract (SRC) (PDF 152.4 kb) is for most residential and small business customers. This usually applies if you use less than 100 megawatt hours of electricity each year.
The SRC applies when:
- you apply for customer retail services and we provide you with customer retail services, or
- your property is connected to a supply network and you haven’t applied for customer retail services.
You don’t need to sign anything for the SRC to apply. The SRC automatically covers you and sets out your rights and responsibilities.
Deemed Standard Connection Contract (SCC)
The Deemed Standard Connection Contract sets out the terms and conditions for the connection and supply of electricity. The SCC takes effect if your property is connected to Ergon Energy Network’s supply network and you have no other negotiated connection agreement in place.
Large customer standard retail contracts (SLRC)
If your business uses 100 megawatt hours or more each year, you are generally considered a large customer.
The Standard Large Non-Market Customer Retail Contract (SLRC) (PDF 170.9 kb) contains the terms and conditions for the sale of electricity to our large customers, made under section 64E of the National Energy Retail Law (Queensland).
The SLRC applies when:
- you apply for customer retail services and we provide you with customer retail services, or
- your property is connected to a supply network and you haven’t applied for customer retail services.
You don’t need to sign anything for the SLRC to apply. The SLRC automatically covers you and sets out your rights and responsibilities.
Standard retail contract for selling electricity using card operated meters
Across Queensland's remote communities, there are a number of households who are provided with electricity through a pre-paid card operated meter system instead of receiving a bill.
The Standard retail contract for selling electricity using card-operated meters (PDF 108.7 kb) is made under section 60Aof the National Energy Retail Law (Queensland) Act 2014 and forms terms and conditions that apply to the sale of electricity to small customers using a card operated meter.
This contract takes effect on the date we first provide you with customer retail services at your premises.