Filing a Complaint with the Energy Ombudsman QLD (EWOQ)
A guide about the Energy Ombudsman QLD (EWOQ). Information about EWOQ jurisdiction, the complaints resolution process, and how to contact the Energy Ombudsman in Queensland.
With regards to electricity and gas, Queensland residents are divided into two regions; those living in South East Queensland who enjoy full retail contestability, and those living in rural and regional Queensland who have their electricity and gas regulated through the government and supplied to them by Ergon Energy. Find out more about the energy market in Queensland, compare energy providers, and discover ways you can reduce your energy costs, by reading more below.
Depending on the part of Queensland you live in, you might be able to choose your energy provider. Below, you will find the energy providers available in Queensland, as well as how to find out whether you can or cannot choose your energy provider.
For those living in South East Queensland, including Brisbane, Sunshine Coast, and Gold Coast, you have plenty of options when it comes to choosing your energy provider. Below you will find a selection of energy providers available in Brisbane, by order of highest discount off the reference price to lowest discount to help you compare plans and rates.
|Energy provider||Plan name||% off the reference price||Estimated annual cost|
|ReAmped Energy||ReAmped Advance||26% discount||$1,080 / year|
|Mojo Power||All Day Breakfast||26% discount||$1,083 / year|
|Elysian Energy||Power Maximiser||18% discount||$1,189 / year|
|AGL||Super Saver||8% discount||$1,193 / year|
|Nectr||Online||18% discount||$1,196 / year|
|Dodo||Market Offer||17% discount||$1,200 / year|
|Sumo||Sumo Assure Advantage||17% discount||$1,201 / year|
|OVO Energy||The One Plan||17% discount||$1,205 / year|
|Powerclub||Powerbank Home FlatSimply NRMA||17% discount||$1,205 / year|
|Simply Energy||Simply Blue Perks||16% discount||$1,222 / year|
|Enova Energy||The One Plan||16% discount
+ 3% pay-on-time discount
|$1,235 / year|
|GloBird Energy||UltraSave||8% discount
+ 7% conditional discounts
|$1,239 / year|
|Alinta Energy||HomeDeal Energy||14% discount||$1,244 / year|
|AGL||Essential||17% discount||$1,251 / year|
|EnergyAustralia||Total Plan||14% discount||$1,251 / year|
|Origin Energy||Origin Go||14% discount||$1,251 / year|
|CovaU||Freedom Plus||14% discount||$1,252 / year|
|Kogan Energy||Market Offer||14% discount||$ 1,257 / year|
|Powershop||100% Carbon Neutral||12% discount||$1,282 / year|
|Red Energy||Living Energy Saver||10% discount||$1,302 / year|
|Momentum Energy||Self Serve||10% discount||$1,309 / year|
|1st Energy||Living Energy Saver||7% pay-on-time discount||$1,342 / year|
|Energy Locals||Online Member||6% discount||$1,361 / year|
|Diamond Energy||Everyday Renewable Saver||6% above the reference price
+ 10% conditional discounts
|$1,389 / year|
|Amber Electric||Amber Plan||Wholesale rates - Discounts vary||$1,508 / year|
Source: Energy providers basic plan. Rates valid within Energex distribution network on a single-rate tariff. Comparison does not include all available offers. Estimated annual cost include conditional discount and are based on average usage of 4,600kWh/year. Discounts and rates vary depending on location. Valid July 2021.
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Ergon Energy is the historic, government-owned energy provider and distributor for Queensland and the only provider for those living in the rural and regional parts of the state. Prior to 2016, customers in South East Queensland who left Ergon Energy were not able to come back if they switched to a different energy provider. Now, however, even if you left Ergon Energy, you can return.
For rural and regional customers, Ergon Energy is not only their energy provider, but also their energy distributor and the one to call in case of emergency or outage. If you’re a rural Ergon Energy customer, their emergency numbers are:
The energy market in Queensland is divided into two regions; those who live in South East Queensland and therefore enjoy full retail contestability of the energy market, and those who live in regional Queensland and have their electricity sold and distributed to them by Ergon Energy.
For those living in South East Queensland, and therefore within the Energex distribution network, this means you can choose your energy provider. This includes those who live in:
The reference price, or Default Market Offer (DMO), is the price set by the government by distribution network to protect and inform consumers with regards to electricity pricing. The DMO has two main functions which are:
|Distribution Network||Annual estimated usage||DMO on a Flat-Rate tariff|
|Energex (QLD)||4,6000kWh / year||$1,455 / year|
Valid July 2021
If you live outside of the Energex distribution network, you have your energy rates set by Ergon Energy and the energy regulators. In this instance, the reference price does not apply to you.
Knowing how your energy bills and consumption compare to other households in the state can be the first step to reducing your energy usage. Below you can find the average annual electricity and gas consumption and bills, for Queensland residents. Remember that this is only an average, and different households consume different amounts of energy at different rates.
|Average annual electricity consumption*||Average annual electricity bill^||Average annual gas consumption*||Average annual gas bill†|
|5,534kWh||$1,334 / year||7,238Mj||$688 / year>|
Sources: *AER Residential Energy Consumption Benchmarks December 2020. ^AEMC Annual Electricity Price Trend Report 2020. †Canstar Blue Average Gas Bill by State Feb 2021
Sometimes, energy bills can get out of hand and we might need a little extra help. Below, you will find some of the gas and electricity rebates available to help struggling households in Queensland with their energy costs, whether it’s a sudden financial crisis or the need for ongoing help.
Queensland pensioners and seniors have two energy rebates available to help with the cost of electricity and gas bills.
In order to be eligible for the gas and electricity rebates in Queensland you must hold one of the following eligible cards or status:
In addition, for the gas and electricity rebates, Queensland residents must be the energy account holder and either live alone or share their principal place of residence with (only) any of the below:
In order to apply for the Queensland energy rebates, you will need to contact your energy provider directly. You can apply through your energy retailer either over the phone, or ask them to send an application form. While applying for the Queensland gas and electricity rebates, you will need to provide copies of your energy bills and concession card.
The Home Energy Emergency Assistance Scheme is a one-off emergency payment to assist Queensland households experiencing a sudden, short-term, financial crisis and need help paying their energy bills. It’s a one-off payment of up to $720 every two years.
In order to be eligible for this emergency assistance payment, you must be the one responsible for paying the outstanding bill, though the bill doesn’t need to be in your name. In addition, you must meet the following:
In order to start the Home Energy Emergency Assistance Scheme application, contact your energy provider so they can start the process and consider your eligibility.
Queensland is known as “The Sunshine State”, and for good reason. With over 750,000 small-scale solar PV systems installed on rooftops across the state, it’s leading the charge in solar penetration. If you’ve not yet thought about investing in solar for your home, you can find out a bit more about the cost of solar panels, and the benefits of solar in Queensland, below.
Currently, the Queensland government itself does not offer any solar rebates. However, if you’re interested in investing in solar energy, there are a few schemes available in Australia to help offset the cost of installing solar panels onto your home.
Despite there not being as many solar rebates in Queensland as there once were, the cost of investing in solar energy has been reducing in recent years making solar more accessible to residential households. Below, you’ll find the average cost of solar panels in Brisbane, compared to the national average, for different sized solar PV systems. The cost includes GST and any applicable Small-scale certificates.
Source: Solar Choice July 2021 Residential Solar PV Price Index
If you have, or want to invest in, solar energy for your home it's important to consider the solar feed-in tariff with your energy plan. When your solar PV system generates electricity, most of that is used to power your home. Any excess, however, is usually sent back to the grid (unless you have battery storage). Your electricity provider will usually pay you for the energy sent back, known as the solar feed-in tariff or FiT, which comes in the form of a credit off your energy bills.
If you live in regional Queensland, within the Ergon Energy distribution network, there is a minimum flat-rate feed-in tariff of 9.369c/kWh which is set by the government. Those who live in South East Queensland, Brisbane, or the other areas within the Energex distribution network, will usually find a voluntary feed-in tariff of around 10c/kWh though some retailers might offer even higher.
Here you will find the five highest solar feed-in tariffs available in Brisbane as of July 2021. Some solar feed-in tariffs have eligibility requirements in order to access the higher rates. Depending on your energy plan and size of solar PV system, you might be better off choosing a lower FiT with a higher discount.
|Provider||Minimum FiT (c/kWh)||Maximum FiT (c/kWh)|
|Social Energy*||8.3c||First 300kWh/quarter: 40c
Solar panels must be purchased through Origin Energy
|ReAmped Energy||0c||First 5kWh/day: 17c
|Discover Energy||6c||First 3.2877kWh/day: 16c
*Must have solar & battery storage for enhanced FiT. Some eligibility requirements might be necessary and not available to everyone. Valid July 2021
If you’re experiencing an energy emergency, such as a power outage, the smell of gas, fallen wires, or shocks and tingles, you will need to call your energy distributor’s emergency number. Your energy distributor is the one in charge of maintaining the energy supply, fixing outages and other issues, and actually getting the energy supply to your home.
There are two electricity distributors and two gas distributors in Queensland. If you’re unsure who your distributor is, you can find out on your most recent energy bill.
|Energex||Ergon Energy||Allgas||Australia Gas Network|
|Emergency: 13 19 62
Lost power: 13 62 62
|Faults: 13 22 96
Life-threatening emergency: 13 16 70
|1800 427 532||1800 427 532|
In the event of life-threatening emergency or danger, phone Triple Zero (000), available 24/7
If you’re in a dispute with your energy provider, which cannot be resolved, you have the right to free and fair independent dispute resolution through your state’s Energy and Water Ombudsman.
Before contacting EWOQ regarding a complaint about your energy company, you first need to give your provider the chance to come to a resolution or resolve your dispute. If you and your energy provider cannot come to an agreement, you might be eligible for help from the EWOQ. You can submit a complaint to the ombudsman online, or contact them by phone, fax, or post.
|1800 662 837||(07) 3087 9477||PO Box 3640
South Brisbane BC Qld 4101