Tried to complain to

Ergon Energy

but got ignored? We’ll help you escalate it.

• Online Feedback Form (Recommended):
  Submit via the Ergon Retail Feedback Form for billing, account, and meter-related complaints. Expect an initial response within 2 business days. Provide clear details, including your account number.
  
  
• Phone Support:
  Call 13 10 46 (Residential, Mon–Fri, 8am–5pm) or 1300 135 210 (Business) for immediate assistance or urgent issues like outages.
  
  
• Network Issues:
  For issues about outages or network problems, contact 13 74 66 or use the Ergon Network Complaints Form.
  
  
• Email or Mail:
  Send written complaints to: The Manager, Retail Service Quality, PO Box 308, Rockhampton QLD 4700.
  Clearly outline your issue, key dates, and your desired resolution.
  
  
• Social Media:
  Raise issues publicly on Ergon’s official Facebook, Twitter, or Instagram accounts to prompt a direct response via private messaging. (Avoid sharing personal account details publicly.)
  

Tip: Gather all relevant documents (bills, account numbers, meter readings) beforehand to expedite the resolution process.

• Acknowledgment & Reference:
  Ergon acknowledges complaints promptly, usually within 2 business days, providing a unique reference number.
  
  
• Investigation & Case Management:
  Your case is assigned to a subject matter expert or case manager who investigates thoroughly. Ergon aims to resolve complaints within 10 business days or negotiates an agreeable timeframe if longer investigations are needed.
  
  
• Ongoing Communication:
  Regular updates via your preferred contact method ensure transparency about progress.
  
  
• Resolution & Outcome:
  Solutions include corrections (e.g., bill adjustments), explanations, compensation, or credits. Ergon emphasises fair, equitable outcomes and continuous improvement from your feedback.
  
  
• Satisfaction & Follow-up:
  You can provide feedback once resolved. If unresolved satisfactorily, options for escalation are clearly explained (see below).
  

• High Bills and Billing Errors:
  Common disputes involve unusually high bills from estimated meter readings, tariff confusion, and incorrect charges.
  
  
• Customer Service Delays:
  Complaints about long wait times on phone calls (average 10 minutes) and slow responses to inquiries.
  
  
• Power Outages and Reliability:
  Issues with prolonged outages, particularly in regional areas. Customers can claim compensation under Guaranteed Service Levels (GSL) for extended disruptions.
  
  
• Metering and Connection Issues:
  Delays in meter replacements, inaccurate meter readings, or slow service connections.
  
  
• Customer Service Conduct and Policies:
  Concerns about staff attitudes, bureaucratic processes, and unresponsive website account systems.
  
  

Tip: Clearly categorise your issue (billing, service reliability, customer conduct) to expedite handling by relevant teams.