Complaints Management

What is a complaint?

A complaint or dispute is an expression of your dissatisfaction in relation to our actions, products, services, staff or the complaints handling process itself, where you would like a response or resolution.

Energy Queensland Limited and its subsidiary companies (Ergon Energy Retail, Ergon Energy Network, Energex and Yurika) achieve excellence in complaints management by:

  • dealing with complaints in a professional, efficient and fair manner
  • properly managing its relationship with stakeholders, and
  • as a learning organisation, developing and continuously improving its services.

Suspected corrupt conduct complaints

If you have a complaint relating to Energy Queensland 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), or suspected Modern Slavery as defined under the Modern Slavery Act 2018 (Cth), please call our 24/7 Integrity Line on 1800 822 965 or send details in writing to The Company Secretary at the mailing address shown below.

Complaints handling process

Energy Queensland is committed to effective complaints management by managing complaints in an open, transparent, accountable, timely and fair manner, in compliance with the Australian Standard on complaints management (AS 10002:2022 Guidelines for Complaint Management in Organisations and its Guiding Principles of Complaints Management).

Energy Queensland is also committed to continuous improvement of complaints management through regular monitoring and reporting mechanisms to identify areas of potential improvement.

Complaints will be acknowledged within 48 hours. Complainants will be contacted within 10 business days to advise of the resolution or otherwise of the investigation.

If the customer is dissatisfied with the resolution, Energy Queensland will refer the customer to the Energy and Water Ombudsman Queensland.

How to make a complaint or dispute to one of Energy Queensland's subsidiary companies

A complaint may be made by directly contacting subsidiary companies in the Energy Queensland Group via their websites (see below links).

How to make a complaint or dispute to Energy Queensland

Alternatively, if you have a complaint with Energy Queensland, please contact us through our Online Enquiries Form.

You can also write to us at:

Energy Queensland 
PO Box 1090 
Townsville QLD 4810

For more information, you can read the Energy Queensland Complaints Management Policy (PDF 773.1 kb) which applies to the Energy Queensland Group and can also be found on the Our Governance web page under Policies.