National Energy Retail Law (Queensland)

The energy ombudsman has the following functions and powers:

to receive small customer complaints and disputes;

to investigate those complaints and disputes;

to facilitate the resolution of those complaints and disputes;

to resolve those complaints and disputes;

to identify and advise on systemic issues as a means of preventing complaints and disputes.

Those functions and powers are to be performed and exercised in accordance with—

this Law and the Rules; and

the energy ombudsman constitution provisions, including (but not limited to)—

procedures for receiving, investigating and facilitating the resolution of small customer complaints and disputes; and

any relevant monetary limit.

The energy ombudsman may decline to investigate a small customer complaint or dispute where the small customer concerned has not provided the retailer or distributor with a reasonable opportunity to address the complaint or dispute in accordance with the retailer’s or distributor’s standard complaints and dispute resolution procedures.

Subsections (1) and (3) do not affect any functions or powers the energy ombudsman has under the energy ombudsman constitution provisions of this jurisdiction.