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Customer protection
The Queensland Government is committed to ensuring Queensland customers have access to essential electricity and gas supplies on fair and reasonable terms.
Different arrangements apply for different types of customers - generally based on how much energy a customer consumes.
Small customers, mostly householders and small businesses, are customers that use less than 100 megawatt-hours of electricity, or less than one terajoule of natural gas a year. This includes anybody who spends about $20,000 or less on their electricity or gas each year.
Large customers are those that consume 100 megawatt-hours or more of electricity or 1 terajoule or more of natural gas per year. This includes large commercial and industrial electricity users as well as many medium to large businesses.
The Queensland Government also supports low-income households and vulnerable energy customers through a range of concessions and rebates (PDF, 116kB) and the Energy Consumer Advocacy Program which is delivered by the Queensland Council of Social Service. Current funding of this program ensures the interests of low-income households and vulnerable energy customers are represented in both Queensland and Commonwealth Government policy decisions.
For specific enquiries about your rights and responsibilities, contact your energy retailer or the Energy and Water Ombudsman Queensland on 1800 662 837.
Further information
- Learn more about classification of electricity customers (PDF, 425kB)
- Find out more about consumer protection for energy customers (PDF, 116kB)
- Read more about energy use in your business
- Visit the Australian Energy Regulator website to download fact sheets about pricing, contracts and general information relating to their service.
