Hotline runs hot in first 12 months

Thousands of Queenslanders have reached for the phone to call the Energy Ombudsman for help with their electricity and gas bills in the first 12 months of the special telephone hotline service,” Mines and Energy Minister Geoff Wilson said today.

Minister Wilson said the independent Energy Ombudsman service was set up a year ago so that consumers had someone to turn to.

“And so far, 6,500 callers have turned to the Ombudsman for help,” Mr Wilson said.

“It’s a one-stop shop that looks after the rights of consumers. It offers free, fair and independent services to help consumers who are unable to resolve complaints with their energy retailer.”

“The Energy Ombudsman has conducted investigations into more than 2,500 electricity and gas complaints.

“All of those investigations have been resolved. Importantly, most of them were resolved quickly,” he said.

The Minister said the most common complaint was from customers querying the fees and charges on their electricity bill.

“Other complaints related to energy contracts, the behaviour of some retailers trying to sign up new customers, disputed accounts and general enquiries about the new competitive energy market.

Many callers were advised to go to their electricity retailer in the first place, and then, if the matter wasn’t resolved, to come straight back to the Energy Ombudsman.

“We’re on the side of the consumer. That’s why, when we found out that some retailers had incorrectly charged their customers, we called in all of the electricity retailers, read the riot act to them and told them to lift their game,” he said.

Energy Ombudsman Offices have been established in Cairns and Rockhampton as well as Brisbane. There, staff can work directly with consumers and energy suppliers to help resolve complaints.

The Energy Ombudsman can be contacted on free call 1800 662 837 or by visiting www.eoq.com.au.

Media contact: Minister’s office 3224 7332