Energy complaints rise in QLD as new consumer protections announced
Published on 28 October 2025
Energy complaints are on the rise in Queensland, with billing issues continuing to top the list. As Queenslanders continue to juggle bills and cost of living, it’s important that there are protections in place so that customers can continue to access the essential service of energy.
The Energy and Water Ombudsman Queensland (EWOQ) closed a total of 2,580 cases in the July to September quarter, an increase of 18.3% compared to the previous quarter. 74% of complaints closed related to billing.
Over the past few months, the Australian Energy Regulator (AER) and Australian Energy Market Commission (AEMC) have made several regulatory reforms that will assist a range of customers.
‘Both the AER and AEMC have made changes to regulations in the past few months that have been a huge step forward in protecting vulnerable customers,’ says Jane Pires, the Energy and Water Ombudsman for Queensland.
The AEMC has announced that from 1 July 2026, energy providers will be required to notify customers of relevant concessions, rebates and relief schemes available and will need to ask customers about their eligibility for these programs when entering into a contract including at sign-up for a new customer or when a current customer switches contracts. Additionally, from 30 December 2026 providers will need to alert customers of opportunities to save money by switching to another plan in communications that accompany their energy bill.
‘We know from research by The Energy Charter that around 60% of people who are eligible for ongoing concessions are not receiving them due to low awareness. By requiring providers to inform and ask their customers about eligibility, we’re hoping uptake of available concessions will increase significantly,’ Ms Pires said.
Currently, providers alert customers about better plan offers on their bill. However, many customers who receive their bill online may miss this messaging if they don’t open their bill or just look at the amount owing in the communications they receive.
‘By moving the better offer messaging to the communications that accompany the bill instead, it is my hope that more people will read it and access more savings,’ said Ms Pires.
The AER has announced that from 1 July 2026 that customers must have at least $500 outstanding before energy providers can disconnect them, which is a win for vulnerable customers.
‘Disconnection should only ever be used as an absolute last resort,’ said Ms Pires. ‘The new $500 minimum disconnection amount is much more reflective of today’s energy prices, replacing the current $300 threshold, which was set over 10 years ago and is less than the average quarterly electricity bill. Increasing this threshold will help avoid customers from potentially be punished by disconnection, even if they only fell behind on paying one bill.’
The AER also completed their review of the exemptions framework for embedded networks. Their final decision includes several new conditions and measures to strengthen protections for customers living in embedded networks and provides the AER with better visibility over networks. Some of the changes include new family violence protections and requirements for some networks to publish customer tariffs and include ombudsman contact details on customer bills.
‘Customers who live in embedded networks, and are limited to only one energy provider, should have the same protections as regular customers. These changes are a step forward to achieving this. We were very pleased to see the AER accepted our recommendation to include ombudsman scheme details on bills issued by some embedded networks. This will let embedded network customers know we’re here to help if they have an issue, and how to contact us,’ says Ms Pires.
‘At EWOQ we’re on the frontline and see the issues customers experience every day. My team is always working to develop submissions to influence policy and legislative changes like these ones to continue to better protect Queenslanders.’
You can read our most recent submissions on our website.
Read about the full changes below:
Need assistance? Make a complaint online or call 1800 662 837.