Crews shaking a customer's hand in their driveway at home

Our customer charters

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

To show our commitment to you we've developed Customer Charters for large business and residential/small business customers.

Our Customer Charters give customers information about the terms and conditions of contracts with us for the billing and sale of electricity, and contracts for the electricity connection. They also provide other more general information relating to your rights, entitlements and obligations.

Laws and regulations

The suite of energy laws and regulations that outline your rights and obligations as an electricity connection applicant or customer are:

Energex is your electricity distributor

While retail competition allows consumers throughout Queensland to change their electricity retailer, we remain responsible for the safe, reliable supply of electricity to homes and businesses in Queensland via the electricity network – the ‘poles and wires’.

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

We're committed to continually improving our service to you and welcome your feedback on our Customer Charters. Either email us at or call us on 13 12 53.

Please note: Our Customer Charters are for information purposes only and are not a contract between you and Energex.