Have been wrongfully disconnected, incorrectly billed, or have received poor service from an electricity supplier

Posted by: Nadine Lester
Queensland Council of Social Service

The Queensland Electricity Industry Code sets out a number of guaranteed service levels (GSLs) which electricity suppliers are required to meet.  If the supplier breaches one of these service levels, customers may be entitled to a payment.

GSL payments may apply in the following circumstances:

  • Wrongful disconnection
  • New connections are not made on time
  • Reconnection has not been completed within the prescribed timeframe
  • Distributor fails to attend a premises in response to an inquiry about loss of hot water supply within the prescribed timeframe
  • Distributor makes an appointment to attend a customer’s premises and does not attend within the specified time period
  • At least two business days’ notice of a planned interruption has not been given
  • The number of unplanned interruptions occurring in one financial year (excluding certain types of interruptions) exceeds a set number
  • A retailer issues an incorrect bill which a customer pays before an amended bill is issued.

The billing GSL applies to retailers, whereas the other GSLs are payable by distributors (Energex and Ergon Energy).  This does not mean that customers are not entitled to a payment where a retailer is at fault for a GSL breach, but the distributor is responsible for making the payment.  From 1 July 2010, where GSLs have not been met, the distributor or retailer is required to automatically give GSL payments to affected customers, except where the customer has a card operated meter.  Where the supplier has not done so, or the customer affected has a card operated meter, a customer who believes they are entitled to a GSL payment should make a claim.  Customers should note that a time limit applies to making claims for GSL payments.  In the case of billing GSLs, claims must be made within four months of paying the bill.  For all other GSLs, customers have three months to make a claim, or one month if they have a card operated meter.

For more information about GSL payments and how to make a claim, see the Ergon and Energex websites:

For more information about the retail billing GSL, go to the Queensland Competition Authority website.