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Queensland Energy Ombudsman Barry Adams announced that over 7,300 Queenslanders have turned to the Energy Ombudsman Queensland (EOQ) for assistance since it was first established twelve months ago today.
"7,391 Queenslanders contacted us for assistance, resulting in more than 3,010 investigations into electricity and gas complaints within our first year of operation," Mr Adams said.
"Account issues, connection delays and competition-related issues topped the range of energy complaints we investigated in 2007-08.
"The most common complaints related to account issues, with over 1,600 people contacting us about payment difficulties, fees and charges, unusually high or disputed bills, and queries about the name on their bill.
"For many of these complaints, our staff successfully negotiated payment plans and extensions for overdue accounts to avoid disconnection.
"We were also successful in achieving the reimbursement of incorrect fees and charges as well as back-dated payments to eligible customers who hadn't received the correct rebate that they were entitled to."
Mr Adams said the Queensland Government's introduction of full retail competition in the electricity and gas market last July had also generated a number of competition-related complaints.
"EOQ staff investigated more than 530 complaints about contract issues and the conduct of energy marketers," he said.
"Our investigations into these matters resulted in successful outcomes, including re-training of energy marketers responsible for making false and misleading statements and the cancellation of contracts that were signed under coercion or misleading circumstances without penalty to the consumer."
Another common complaint was about delays in the connection of electricity and gas supply to new residences.
"We received over 240 complaints about delays in new connections to the existing energy network," Mr Adams said.
"Processing delays and errors in submission of the required forms set back some new connections for several weeks, however this issue seems to be in decline since our investigations after the initial flood of complaints."
Mr Adams said that he was very pleased with the running of the scheme so far, in particular the outcomes his investigative staff had achieved for Queenslanders, as well as the solid working relationships they had established with Queensland's energy suppliers in the resolution of complaints.
"EOQ is not government, not a consumer advocate and not on the side of the energy industry—we are a completely free, fair and independent dispute resolution service," he said.
"And we're definitely not just a hotline service. Our Investigation Officers are trained dispute resolution professionals who offer a top-quality service which sometimes requires site visits and informal mediation sessions between complainants and their energy suppliers to efficiently and fairly resolve complaints.
"Because we are fair and independent, complainants must give their energy supplier the opportunity to resolve the issue before contacting EOQ. If consumers are still unable to resolve an issue after contacting their supplier, I strongly encourage them to contact EOQ for assistance," Mr Adams said.
For more information about EOQ, or to lodge a complaint, freecall 1800 662 837 or visit www.eoq.com.au.
First issued to the media on 1 July 2008.
