Department of Energy and Water Supply

Gas consumer rights and complaints

As a gas customer, you have rights regarding pricing and resolving disputes with suppliers.

This guide provides information about gas customer rights, including disputes and complaints processes, with details of relevant external organisations which may assist.

Gas customers are entitled to have access to:

  • concessions and rebates for eligible low-income households and vulnerable energy customers  
  • fair complaints processes.  

Disputes and complaints

For disputes with gas retailers or distributors, you should follow these steps:

  1. Contact the gas retailer directly.  
  2. Seek to resolve the dispute with the retailer.  
  3. If you feel the issue has not been resolved satisfactorily, lodge your complaint with the Energy and Water Ombudsman Queensland or with the relevant external organisation that may be able to assist you with dispute resolution.  

Energy and Water Ombudsman Queensland

The Energy and Water Ombudsman Queensland (EWOQ) delivers complaint investigation and dispute resolution services for residential and small business electricity and natural gas customers. Complaints or disputes about liquefied petroleum gas (LPG), including bottled or reticulated LPG issues, are handled  by the Office of Fair Trading.

Before contacting EWOQ, customers should firstly try to resolve their complaint with their retailer.

EWOQ can help with issues such as:

  • problems with payment  
  • account errors/disputes  
  • disconnections  
  • damages and loss  
  • market conduct  
  • contract issues  
  • vegetation management around power lines  
  • supply quality and reliability  
  • extensions to supply  
  • connection of supply  
  • general customer service issues  
  • guaranteed service level rebates  
  • equipment issues.
Last updated:
2 February 2017
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