Customer charter

As owners and operators of the electricity distribution network in South East Queensland, we're proud and passionate about our responsibilities of meeting customers' needs for a safe and reliable electricity supply.

To show our commitment we've developed the Energex Customer Charter (PDF 1.7 mb).

The Customer Charter is written in a user-friendly format to help our customers comply with the Electricity Distribution Network Code.

It outlines what you can expect from us, your rights, and your role in assisting us to meet the service needs of South East Queenslanders. It summarises requirements of the Standard Connection Contract between you and Energex for the connection of your premises to our supply network.

Further details can be found on the Energex Service Agreements page of our website.

Energex is your electricity distributor

While retail competition allows consumers in South East Queensland to change their electricity retailer, we remain responsible for the safe, reliable supply of electricity to more than 1.3 million homes and businesses.

The region includes Greater Brisbane, Sunshine Coast and Gold Coast. Our supply area runs from just north of Gympie, south to the NSW border and west to the foothills of the Great Dividing Range.

Our services include the planning, construction, operation and maintenance of the powerlines and cables needed to bring electricity to your home or business.

Download our Customer Charter

You can download the Energex Customer Charter (PDF 1.7 mb) or alternatively, if you'd like a copy posted to you, simply call our Contact Centre on 13 12 53. There is a small charge for additional copies provided within a 12-month period.

We welcome your feedback about our Customer Charter as it assists us to continually improve our service to you.

Please use the Customer Enquiry and Feedback Form to provide your feedback.

Please note: the Energex Customer Charter is for information purposes only, and is not a contract.