Complaints and Dispute Resolution Procedure
Energex has developed this Standard Complaints and Dispute Resolution Procedure* to explain how we will manage complaints and disputes. It includes what information we require from you, when you can expect to hear from us, and what options you have if you feel your complaint or dispute has not been handled effectively.
Who does the procedure apply to?
The Standard Complaints and Dispute Resolution Procedure* applies to you if you are a small customer and draw your electricity supply directly from the Energex network.
A small customer is someone who purchases energy principally for personal or household purposes, or a business customer who consumes less than 100 megawatt hours each year.
How to raise a complaint or dispute
A complaint or dispute is an expression of your dissatisfaction in relation to Energex’s actions, products, services or the complaints handling process itself, where you would like a response or resolution. It does not include general enquiries or reports for Energex action such as:
A complaint or dispute may include:
- Claims for loss or damage
- Failure to meet Energex's Guaranteed Service Levels
- Reimbursements of electrical contractor fees due to Energex equipment failure
Alternatively you may raise a complaint or dispute with us:
Please note that if your complaint relates to your electricity account, you will need to contact your retailer.
How we will treat your complaint or dispute
Energex will endeavour to resolve your complaint or dispute at the time you raise the issue with us. For complex issues, we may need to refer your complaint or dispute to other sections within Energex and you will be advised accordingly.
Our initial contact will be made with you by telephone. If further contact is required, the format of this will be agreed with you at that time, and may be by telephone, email or in writing. If a site visit is required we will organise this with you for a time that is convenient.
What information we need to resolve your complaint or dispute
Please provide a telephone number when lodging a complaint as we may need more information to assist with our investigation. Also, please indicate the response or resolution you are seeking.When you can expect to be contacted
The Standard Complaints and Dispute Resolution Procedure* applies to you if you are a small customer and draw your electricity supply directly from the Energex network.
A small customer is someone who purchases energy principally for personal or household purposes, or a business customer who consumes less than 100 megawatt hours each year.
What if you are not happy with our response?
If you are not satisfied with our response, you have the right to request your complaint or dispute be reviewed by our Customer Advocate. Once your complaint or dispute is lodged with the Customer Advocate, you will be contacted within two business days.Escalating a dispute to the Energy and Water Ombudsman Queensland
If you are not satisfied with the resolution proposed by the Customer Advocate, you are entitled to contact the Energy and Water Ombudsman Queensland on 1800 662 837 or by visiting www.ewoq.com.au.
The Energy and Water Ombudsman will determine if you have given Energex a reasonable opportunity to resolve your complaint and if they can assist with your complaint. Energex is required to provide information and assistance relating to a dispute if requested by the Ombudsman.
See the Energy and Water Ombudsman Queensland complaint resolution flowchart for more information.
Energex welcomes your feedback to identify potential areas of improvement to our service.
*The Energex Standard Complaint and Dispute Resolution Procedure is for your information and is not a contract. This Procedure is consistent with the Australian Standard AS ISO 10002-2006 (Customer satisfaction – Guidelines for complaints handling in organizations) and will be regularly reviewed and updated as required.
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