Energy Information

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: Read more

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. Read more

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.  Read more

Information on saving energy is available from a number of sources.

The Queensland Electricity Industry Code requires that retailers provide general information about how to reduce electricity costs, on request and free of charge.  They are also required to provide advice on the typical running costs of major domestic appliances.  Read more

When a retailer has disconnected a customer’s electricity or gas supply, it is expected that the customer will take steps to rectify the matter that led to the disconnection and request reconnection within 10 business days.  The customer may be required to pay a reconnection fee.  Read more

If you or your client have received a disconnection notice, it is important to contact the retailer straight away.  Retailers must offer payment plans to customers who are experiencing payment difficulties, unless they have already breached two instalment plans in the past 12 months.  If a payment plan is not sufficient to manage outstanding bills, retailers may also offer hardship programs or assist with an application for Home Energy Emergency Assistance.  For more information see the payment difficulties page. Read more