Natural Gas Customer Complaints

If you have a complaint relating to our service please contact us as soon as practicable. You can submit a complaint in writing, by person or by phone to Council Rates Section for bill or fee complaints, or to Council’s Engineering Section for any other service complaint.

Council values feedback from its customers and is committed to working together to resolve all complaints as quickly as possible. If you feel the matter has not been resolved and/or are dissatisfied with the outcome you can refer the matter further by outlining the issue in writing and addressing it to Council's Chief Executive Officer, PO Box 551, Dalby.

Dispute Resolution

If you are not satisfied with a Council broached solution, Dalby Town Council respects your right to refer the matter to the Energy Ombudsman and will abide by any decision made by that authority.

The Energy Ombudsman is a body established by the Queensland Government to receive, investigate and to facilitate the resolution of disputes between customers and energy entities.

When making a complaint to the Energy Ombudsman, you should provide:

• your contact details (including your address and daytime phone number)
  
• the name of your energy supplier
  
• your energy account number, and
  
• an outline of your complaint (a factual and concise description of the details of your complaint in the order they happened).

There are a number of ways customers can contact the Energy Ombudsman:

1. Submit an online complaint form at www.ecpo.qld.gov.au

2. Freecall: 1800 662 837

3. E-mail: complaints@eoq.com.au

4. Fax: (07) 3227 7068

5. Write to: PO Box 3640 South Brisbane Qld 4101

Before making a complaint about Council's services, you must try to resolve the problem with us first. You have to give Council a reasonable opportunity to resolve your complaint before contacting the Energy Ombudsman for assistance.