Had an issue with Ergon Energy? Get a real response.
Ergon Energy is an energy company in Australia that is a subsidiary of Energy Queensland Limited. There are a few ways you can lodge a complaint with Ergon Energy, with the submission of an Online Feedback Form proving to be the best way to get a quick response and outcome. Other ways you can contact them include via phone call (13 10 46), through written email or letters, and through their social media.
Ergon Energy customers typically send through complaints referencing high bills and high billing errors, mainly due to incorrect meter readings and confusion around tariffs. Other customers report long wait times on phone calls with customer service, power outages and reliability, metering and connection issues, and customer service conduct policies regarding staff attitudes.
When you’ve submitted your complaint to Ergon Energy you should get confirmation that they’ve received your message within 2 business days, where they’ll send a unique reference number. A case manager will assist you and update you through the process, with the aim to resolve your complaint within 10 business days. Though if the situation is a bit more complex, it may take longer.
It’s important to keep record of all communication throughout this complaints process. If you’re offered an outcome that you’re not happy with, you can refuse and escalate the issue externally, knowing you have a paper trail to help you get the result you want.
How to submit a complaint with Ergon Energy
Here are the best ways to submit a complaint to Ergon Energy.
- 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.
- For issues about outages or network problems, contact 13 74 66 or use the Ergon Networks Complaints Form.
- Phone Support:
- Call 13 10 46 (Residential, Mon–Fri, 8am–5pm) or 1300 135 210 (Business) for immediate assistance or urgent issues like outages.
- Call 13 10 46 (Residential, Mon–Fri, 8am–5pm) or 1300 135 210 (Business) for immediate assistance or urgent issues like outages.
- 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.
- Send written complaints to: The Manager, Retail Service Quality, PO Box 308, Rockhampton QLD 4700.
- Social Media:
- Raise issues publicly on Ergon’s official Facebook, X, or Instagram accounts to prompt a direct response via private messaging. (Avoid sharing personal account details publicly)
- Raise issues publicly on Ergon’s official Facebook, X, 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.
- Confirmation & Reference:
- Ergon acknowledges complaints promptly, usually within 2 business days, providing a unique reference number.
- 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.
- 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.
- 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.
- 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).
- You can provide feedback once resolved. If unresolved satisfactorily, options for escalation are clearly explained (see below).
Common complaints against Ergon Energy
- 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.
Ergon Energy complaints submitted through Ajust
Over the past three weeks I lost power five times, the most recent outage lasted several days and disrupted my family's routines. We're exhausted by the instability and I want Ergon to deploy the right resources on the ground (including access to contractor helicopters) so outages are fixed properly and don't keep happening. - Ashley
I rang to report a power outage on 7 November and the rep told me the problem was my property and to hire an electrician, even though a neighbour a kilometre away had the same issue. The representative was dismissive and rude to my husband and I (we're 75 and 81) and we were without power for about seven hours. I want an apology and explanation. - Johanna
Repeated outages through September and October 2024 have damaged dozens of our household appliances: a non-working oven, TV and computer, three broken air conditioners, two pedestal fans and five ceiling fans that now only run on low speed. Our home depends on electric appliances and the losses are a heavy financial strain., I'm seeking compensation for repairs or replacements. - Sharon
I received a letter saying power would be off 9 October 2024 from 8:30am--2:30pm so I closed my café in Isisford, but the power never went off and no one told us the work was cancelled. That lost a day's income in a quiet period and it's the second time this has happened. I want compensation for the lost takings. - Julie
How other consumers Ergon Energy complaints got resolved
Website Login Issue: A customer couldn’t log into the Ergon website. Ergon responded via social media, privately resolving the account login issue promptly.
Large Back-Billing Dispute: A Far North Queensland customer faced a $9,000 backdated bill due to estimation errors. After escalating to the Energy & Water Ombudsman Queensland (EWOQ), Ergon provided adjusted billing and compensation.
Outage and Appliance Damage: Power surges caused damage to appliances. Ergon provided credits for repairs and additional goodwill compensation under Guaranteed Service Levels (GSL).
- Internal Escalation:
- Request escalation to an Ergon manager or dispute resolution advisor if initially unresolved. Higher-level reviews often yield effective outcomes.
- Request escalation to an Ergon manager or dispute resolution advisor if initially unresolved. Higher-level reviews often yield effective outcomes.
- Energy Ombudsman (EWOQ):
- If internal escalation fails, escalate your issue to the Energy & Water Ombudsman Queensland (EWOQ) for impartial, binding resolution.
- Contact: 1800 662 837, or email complaints@ewoq.com.au.
- Further Internal Review:
- Ask Ergon explicitly for additional internal review pathways, such as an executive review or advocacy team, before external escalation.
- Ask Ergon explicitly for additional internal review pathways, such as an executive review or advocacy team, before external escalation.
Tip: Maintain detailed records of your interactions (names, dates, reference numbers) to strengthen your case during escalation.
- Energy & Water Ombudsman Queensland (EWOQ):
Handles unresolved energy disputes involving billing, connections, and service quality. Escalate here if dissatisfied after internal processes (15 business days unresolved).
Contact: 1800 662 837 | EWOQ Complaint Form. - Australian Competition & Consumer Commission (ACCC):
Report broader consumer law breaches (misleading practices, systemic issues) via the ACCC online form.
Contact: 1300 302 502. - Fair Trading:
For general consumer protection issues outside the Ombudsman scope, like contract disputes or misleading sales practices.- QLD: Contact: 13 QGOV | Fair Trading Website.
- QLD: Contact: 13 QGOV | Fair Trading Website.
- Australian Energy Regulator (AER):
Regulatory compliance concerns (e.g., life support customer protections, price regulations). Report significant breaches to AER.
- Ergon Energy Complaints & Feedback Form: Lodge complaints directly online.
- Ergon Contact Page: Comprehensive phone and mail contacts for residential/business complaints.
- Ergon Complaints Procedure (PDF): Official Ergon complaint handling policies and timeframes.
- Energy & Water Ombudsman Queensland (EWOQ): External escalation for unresolved disputes.
- Queensland Office of Fair Trading: For broader consumer protection issues.
- ACCC Consumer Issues Reporting: Report systemic or misleading conduct.
- Ergon Energy Help & FAQs: Common troubleshooting guides.
Ergon Energy Complaints FAQs
What’s the fastest way to submit an Ergon Energy complaint?
The fastest way to submit an Ergon complaint is through the online Ergon Retail Feedback Form. It gives you a direct channel for billing, account, and meter issues and usually triggers a response within two business days. This avoids long phone waits and lets you clearly outline your issue upfront. Having your account number and any bill details ready helps Ergon assess your case faster.
How long does Ergon Energy take to resolve a complaint?
Ergon aims to resolve most complaints within 10 business days. They’ll acknowledge your issue within two business days and assign a case manager to investigate. If your situation is more complex, they’ll negotiate a longer timeframe, but you should still receive regular updates. Keeping records of dates, conversations, and your reference number helps keep the process on track.
When should I escalate an Ergon Energy complaint to the Ombudsman (EWOQ)?
You can escalate to the Energy & Water Ombudsman Queensland if Ergon hasn’t resolved your complaint after reasonable internal steps. EWOQ handles unresolved billing issues, service quality problems, and connection delays once Ergon’s process stalls. You’ll need your complaint history and reference number, so documenting every interaction helps speed up the Ombudsman’s assessment and outcome.
What evidence should I provide to strengthen an Ergon Energy complaint?
Provide clear documents like recent bills, meter readings, outage details, or screenshots of account errors to strengthen your case. These help Ergon identify the issue quickly and reduce back-and-forth requests for information. For compensation claims or disputed charges, detailed dates and records are especially important because they allow Ergon or EWOQ to verify what happened and decide faster.
You’ve done your part, now it’s time to hold Ergon Energy accountable.
Take the final step and submit a complaint that gets seen and responded to.