Are having difficulties dealing with a retailer or have a complaint about a supplier

When a customer needs to contact their energy supplier about a problem, there are some steps that will help them to resolve the issue faster and more effectively.

Knowing the rights and responsibilities that apply to customers and suppliers in the relevant situation can be useful in negotiating with a supplier.  Information about consumer protections in Queensland is available elsewhere on this website or from the Energy Ombudsman Queensland. 

If contacting a retailer about payment difficulties, before making the call work out what amount can be paid immediately, what is an affordable instalment amount and frequency, whether to include payments towards future bills in the payment plan, and what is the most suitable payment method.

If speaking to front line call centre staff does not result in a satisfactory outcome, you or your client has the right to ask for a supervisor or senior customer service representative.  Some retailers may also have dedicated hardship teams.

The Energy Ombudsman Queensland also has some tips for handling complaints with suppliers.

If your client is not confident about negotiating with their supplier themselves, you or another person can speak to the supplier on their behalf.  They will need to be present to identify themselves as the account holder and give permission for the supplier to discuss account details with the person acting on their behalf.

If a customer has tried and been unsuccessful in resolving a dispute with their supplier, they can lodge a complaint with the Energy Ombudsman Queensland.  For more information about making a complaint, go to the EOQ website.