ENERGEX & retailers
This section provides you with information on the common questions we receive about the supply of electricity to a property.
For further information about your electricity supply, call our Contact Centre on 13 12 53.
Safety switches
A safety switch, also known as a Residual Current Device (RCD), reduces the risk of electrical shocks.
If an imbalance in current flow occurs (via leakage to earth) the device operates by cutting supply to circuit(s) connected to the safety switch.
From 1 March 2008, owners of leased domestic residences must have a safety switch installed to the power circuit of the property after a residential tenancy agreement has been entered into.
Safety switches are permanently installed in the switchboard and monitor the entire circuit and all appliances connected to it.
If you have any further questions regarding safety switches, contact the Electrical Safety Office (ESO) on 1300 650 662 or contact an electrical contractor to have a safety switch installed at your property.
Hot water system types
Storage
Storage hot water systems are large tanks of hot water.
As hot water is used from the top, it is replaced by cold water at the bottom.
Since heat rises, there is little mixing of the hot and cold water. When supply is low, water from the storage systems usually changes quickly from hot to cold.
The system is easy to distinguish as it is the only type with a water pipe connected at the bottom of the unit.
Heat Pump
Electric heat pumps can be connected to controlled tariff 9000 or 9100 as specified in Queensland.
You should speak with the manufacturer or installer for further information about which tariff would be most suitable for your particular model.
Heat Exchange
Water is heated as it is used by passing through copper coils immersed in a bath of hot water.
The bath of water is heated by the unit’s heating element. Because this bath of water is at room pressure and vented to the atmosphere, the level may drop due to evaporation and steam being vented out of the overflow pipe.
When the level drops, you may experience a gradual change to cold water after a short period of hot water.
Solar
The solar system is also a storage unit. The tank is generally located above the collector, as heat rises and causes the water to circulate.
Most are fitted with a booster element controlled by a thermostat exactly the same as an electric storage unit.
Some are also fitted with external switches, which can control power to an element.
These boosters can be attached to a controlled tariff at your request through an electricity retailer.
There are a number of reasons you may experience cold water at your property. The common causes of cold water are:
- Excessive usage of hot water
- Leakage from the hot water system and/or pressure release valve
- Leaky taps
- Blown hot water fuse or tripped circuit breaker
- Faulty thermostat or element
- Water level too low (heat exchange)
- Sun obscured by clouds (solar)
- Faulty relay
ENERGEX timeframes
New connections
For all locations:
We will attend the property within five business days on receipt of a valid service order request (B2B) from your electricity retailer and an Electrical Work Request (EWR) from your electrician.
Reconnection of electricity at a property (re-energisation)
For all locations, except excluded locations:
We will provide a same day service if a valid service order request (B2B) is received from your electricity retailer by 1pm on a business day.
If the service order request from your retailer is received after 1pm on a business day, we will attend the property to reconnect electricity on the next business day.
Disconnection of electricity at a property (de-energisation)
For all locations, except excluded locations:
We will attend the property to disconnect electricity within five business days on receipt of a valid service order request (B2B) from your electricity retailer.
Additions and alterations to a property (installing solar, replacing meters, upgrading supply to three phase power)
For all locations:
10 business days on receipt of the following:
- a valid service order request (B2B) from your electricity retailer
- an Electrical Work Request (EWR) from your electrician
For all locations (Solar):
10 business days on receipt of all of the following:
- a valid service order request (B2B) from your electricity retailer
- an Electrical Work Request (EWR) from your electrician
- a Solar Network Agreement
Meter reconfiguration (changing between off-peak tariffs)
For all locations:
20 business days on receipt of a valid service order request (B2B) from your electricity retailer.
Please note: Weather conditions and requests for an appointment may impact response times.
Reimbursements
In some circumstances you may engage the services of an electrical contractor or tradesperson to rectify a supply fault within your home.
If this fault is due to ENERGEX equipment failure, we have a reimbursement process to supplement the cost of the electrical contractor up to a maximum amount of $200 for any one claim.
To apply for this reimbursement, you will need to mail the original paid invoice with your contact details and postal address to:
Att: Reimbursements
ENERGEX
GPO Box 1461
Brisbane QLD 4001
All claims should include a letter detailing the claim. If you are not the current account holder, then you should detail your relationship to the account holder in the claim letter.
If you are a real estate agent, you will need to confirm you are the agent managing the property in the letter.
Any claims by non-account holders without this detail will be declined.
After investigating your claim, we will either accept the claim and issue an acceptance letter and cheque, or issue a rejection letter.
All cheques issued by us will be made payable to the person whose name is noted on the electrician’s invoice.
An accompanying letter must be sent with the invoice if the cheque is to be made payable to another party.
We will not credit a reimbursement to an electricity account.
Requests for reimbursement are generally completed within one month.
Retail related enquiries
While ENERGEX remains your electricity distributor, providing a safe and reliable electricity supply to your home and business, we are no longer a retailer of electricity and do not deal with retail related enquiries.
Queensland's electricity market has been open to Full Retail Competition (FRC), since 1 July 2007.
This means that you are now able to choose your own electricity retailer. Please see our Choosing Your Retailer page for more details.
I want to set up a new electricity account
If you want to set up a new account, you will need to contact an electricity retailer.
Due to the Competition and Consumer Act, we are unable to recommend or provide contact details of an electricity retailer for you to use.
A list of electricity retailers that operate in South East Queensland is available from:
- The Power to Choose website and select 'Energy Retailers'
- The Queensland Competition Authority website and select 'Electricity Retailers'
- The Yellow Pages and search for 'Electricity Retailers' (in either the phone book or online)
- call 1234 or Call Connect 12456 and ask for 'Electricity Retailers' details (call charges apply)
I have an enquiry about my bill or electricity account
If you have an enquiry about a bill you have received from your retailer or your electricity account, you will need to contact the retailer who sent the bill to you.
The retailer's contact details will appear on the first page of your bill.
Updating access or dog information
Sometimes dogs or access issues can prevent us from entering your property.
We will advise you well in advance of your next scheduled reading period to allow time for you to provide clear and safe access for our meter readers.
If we are unable to access your meter for any reason, we will need to estimate your electricity consumption based on previous data, which might not reflect your changing electricity use.
To update your access or dog information, call our Contact Centre on 13 12 53 and your electricity retailer so they can include the access instructions on your account.
Written-off ENERGEX accounts
Under the conditions of the ENERGEX Retail Tradesale, Origin Energy is now responsible for:
- ENERGEX unpaid, written-off accounts - written-off accounts that were unpaid at the time of the Tradesale.
- ENERGEX outstanding accounts referred for debt collection - accounts that were outstanding at the time of the Tradesale.
-
If you have any enquiries relating to ENERGEX unpaid, written-off accounts or outstanding accounts referred for debt collection, please contact Origin Energy on 13 24 61.
Excluded locations
Reconnection of electricity at a property (re-energisation)
We will attend the property within 10 business days on receipt of a valid service order request (B2B) from your electricity retailer.
Disconnection of electricity at a property (de-energisation)
We will attend the property to disconnect electricity within 10 business days on receipt of a valid service order request (B2B) from your electricity retailer.
ENERGEX's coverage area includes suburbs that are located within excluded locations.
Timeframes for ENERGEX work in these areas may be delayed due to their remote location or access issues.
Areas classed as excluded locations
Bay Islands
- Amity Point
- Dunwich
- Herring Lagoon
- North Stradbroke Island
- Point Lookout
- Coochiemudlo Island
- Karragarra Island
- Lamb Island
- Macleay Island
- Russell Island
Gold Coast, Hinterland and South Stradbroke Island
- Beechmont
- Natural Bridge
- Numinbah
- Numinbah Valley
- Austinville
- Springbrook
- South Stradbroke Island
South West
- Pine Creek
- Witheren
- Allenview
- Woodhill
- Barney View
- Mt Lindesay
- Palen Creek
- Rathdowney
- Running Creek
Western
- Avoca
- Linville
- Moore
- Mt Stanley
Northern Sunshine Coast
- Cambroon
- Boreen Point
- Cooroibah
- Cooroibah Heights
- Cootharaba
- North Shore
- Ringtail Creek
- Teewah
Gympie to Far North Coast
- Anderleigh
- Curra
- Goomboorian
- Kia Ora
- Neerdie
- Rossmount
- Toolara Forest
- Wallu
- Cooloola Cove
- Tin Can Bay
- Rainbow Beach
- Inskip
ENERGEX maintenance timeframes
- Tree trimming: Within 25 business days for non-urgent work
- Street lights maintenance: five business days
- Animals in mains: five business days
- Damaged ENERGEX equipment: five business days
- Service wire too high/low: five business days
- Suspect pole (ants etc.): five business days
- Suspect pole (ants etc.): five business days
- Graffiti: five business days
- Grass around transformers: five business days
- TV interference: 20 business days
You require Adobe Acrobat Reader to view or print documents.