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In Queensland electricity or gas customers can have a standard retail contract or a negotiated retail (or market) contract. Market contracts are agreed between the customer and retailer, and prices are set by the retailer. Standard retail contracts are the default that applies where a market contract is not in force, although customers can also choose to be on a standard retail contract. Electricity prices under a standard retail contract are set by the Queensland Competition Authority (QCA), but gas prices are not regulated.
Minimum terms and conditions for standard retail contracts are set out in the relevant industry code, and published on the QCA website.
Click here for the electricity standard retail contract.
Click here for gas standard retail contract terms.
Under market contracts, some of the minimum terms and conditions may vary. Retailers are required to provide customers with a Customer Charter setting out the contract terms and conditions.
More information about electricity and gas contracts, including things to consider when comparing contracts, is available from the Energy Ombudsman Queensland website.
Comparing prices
All retailers must provide information about their prices to the QCA, which uses this information in a price comparator that gives consumers a guide to the retail contracts available. To use the QCA price comparator, you will need to have at least one recent bill available or have an idea of how much energy you use.
Click here to access the QCA price comparator.
The QCA comparator only deals with price components of contracts, although it is required to provide a description of non-cash rewards offered by retailers. Other price comparators are available which provide additional information or will provide estimates based on average Australian usage figures if you do not have a bill or usage figures available, but they may not include all retail contracts that may be available, or the most up to date information.
Some other price comparators include:
The Energy Ombudsman Queensland provides some tips for comparing prices.
Marketing
A customer may be contacted either in person, by telephone, or by mail by marketers or salespeople offering a market contract.
Under rules set out in the respective industry codes, electricity and gas retailers are responsible for the conduct of any person carrying out marketing on their behalf. Marketers must not contact customers outside of prescribed times, must identify themselves and the retailer they represent, and must provide accurate and comprehensible information. The Energy Ombudsman Queensland website provides further information about the responsibilities of marketers and tips for dealing with marketers.
Energy retailers are required to have processes for dealing with disputes about marketers. A customer who has a complaint about a salesperson should contact the retailer first. If the matter is not satisfactorily resolved a complaint can be made to the Energy Ombudsman Queensland.
If you notice a pattern of clients having difficulties with marketers, you should also contact Queensland Council of Social Service (QCOSS) on 07 3004 6900. This includes issues which disadvantage consumers but do not breach the marketing rules. QCOSS cannot take up individual cases, but can advocate on systemic issues.