Energy Ombudsman Queensland

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Energy Ombudsman Queensland
Achieving fair and efficient resolution of
disputes between Queenslands energy consumers
and suppliers.
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ENERGY OMBUDSMAN QUEENSLAND Established on 1
July 2007, Energy Ombudsman Queensland (EOQ) is a
free and independent dispute resolution service
for Queensland energy consumers who have been
unable to resolve a complaint with their energy
supplier. Our services are targeted towards the
residential and small business consumers in the
community who can least afford legal
assistance. We can only assist those who have
tried to resolve the problem with their energy
supplier before contacting us.

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• WHAT WE DO
• We can assist with unresolved complaints about
• account errors/disputes
• problems with payment
• disconnections
• damages and loss
• market conduct of energy retailers
• contract issues
• vegetation management (trees near power poles)
• supply quality and reliability
• delays in connection or extension of supply
• customer service levels and rebates
• equipment issues

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• WHAT WE CANT DO
• We cannot assist with complaints about
• the fixing of prices or tariffs
• the cost of capital works (eg extension of
  supply)
• products such as air conditioners and hot water
  systems or electrician services offered by
  electricity retailers
• on-selling of electricity to tenants in caravan
  parks, retirement villages and other
  multi-tenanted dwellings
• bottled LPG (liquefied petroleum gas)
• the Community Ambulance Cover Levy
• electricity consumption over 100 megawatt hours
  a year
• gas consumption over one terajoule a year

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HOW WE RESOLVE COMPLAINTS Step 1
Investigation To assist in investigations, we may
request information from energy suppliers (eg
account records, copies of letters or other
correspondence, technical reports, details of any
offers such as compensation etc.) Step 2
Negotiation If applicable, we will try to
negotiate a suitable outcome to a complaint (eg
an agreed payment plan for an overdue account,
reconnection of energy supply, an agreed
compensation amount for damage to equipment or
property).

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HOW WE RESOLVE COMPLAINTS Step 3 Informal
mediation We may hold an informal mediation
session between a complainant and their energy
supplier to discuss the issue/s and work through
options to reach a mutually acceptable
outcome. Most complaints lodged with us are
resolved through negotiation or informal
mediation. Step 4 Determination If a matter
cannot be resolved via negotiation or informal
mediation, the Energy Ombudsman may decide to
make a determination (binding decision) against
the energy supplier to resolve the case.

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ELECTRICITY GAS COMPLAINTS as at 30 September 08
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• COMMON PROBLEMS COMPLAINTS
• Account payment difficulties
• EOQ does not provide financial assistance we
  can negotiate extensions of payment and payment
  plans (Centrepay/direct debit arrangements).
• Acceptance of payment arrangements depends on the
  consumers payment history and what arrangements
  theyre willing to make.
• Consumers should only agree to a payment plan if
  they can stick to it.
• It is important that people contact their energy
  supplier before disconnection.
• Hardship policies by law energy suppliers must
  implement hardship policies and cannot disconnect
  unless theyve offered a customer a payment plan.
  Energy suppliers cant refuse a payment plan
  unless the customer has already failed at two
  previous payment plans.

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• COMMON PROBLEMS COMPLAINTS
• Account fees and charges
• EOQ can negotiate reimbursement of incorrect fees
  and charges (eg Community Ambulance Cover levy)
  and back-dated payments to customers who havent
  received a rebate theyre entitled to.
• High and disputed accounts
• Many people tend to under-estimate their energy
  consumption.
• Reasons for a high account can include
• Additional members in the household, including
  guests
• Appliances left in stand-by mode
• Increased use of heaters or air conditioners
• Gas leaks or faulty meters
• Estimated accounts

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• COMMON PROBLEMS COMPLAINTS
• Disconnections
• EOQ can assist if someone has already been
  disconnected.
• Implications of being disconnected include
  increased security deposit, re-connection fee
  etc.
• Approx. 85 of people who contact us due to
  disconnection are reconnected. Its really only
  the fraudulent people that we cant get
  connected.
• Energy companies cannot disconnect someone unless
  theyve been offered a payment plan. Companies
  cant refuse a payment plan unless the customer
  has already failed two previous payment plans.

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CONTACT US Energy suppliers must be given the
opportunity to resolve the problem first. If your
client is unsatisfied with the response, contact
EOQ for assistance. Lodging a complaint is
simple Freecall 1800 662 837 Online
www.eoq.com.au Email complaints_at_eoq.com.au
Fax [phone] Write to PO Box
3640, South Brisbane, QLD 4101 Visit us
Brisbane - Level 9, 179 North Quay (830am-5pm)
Under the Privacy
Act 1988 (Commonwealth), we are only allowed to
assist the actual energy account holder, unless
permission, either written or verbal, has been
given to act on someone elses behalf.
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Thank you