National Energy Retail Law (Queensland)

A small customer may make a complaint to a retailer or distributor about a relevant matter, or any aspect of a relevant matter, concerning the customer and the retailer or distributor.

The retailer or distributor must deal with the complaint if it is made in accordance with the retailer’s or distributor’s standard complaints and dispute resolution procedures, including any time limits applicable under those procedures for making a complaint.

The complaint must be handled in accordance with the retailer’s or distributor’s standard complaints and dispute resolution procedures, including any time limits applicable under those procedures for handling a complaint.

The retailer or distributor must inform the small customer of the outcome of the complaint process, and of the retailer’s or distributor’s reasons for the decision regarding the outcome, as soon as reasonably possible but, in any event, within any time limits applicable under the retailer’s or distributor’s standard complaints and dispute resolution procedures.

A retailer or distributor must inform a small customer—

that, if the customer is not satisfied with the outcome, the customer may make a complaint or take a dispute to the energy ombudsman; and

of the telephone number and other contact details of the energy ombudsman.