ERC Energy is committed to ensuring you receive clear information and we will assist you with any information or assistance we can to ensure your ERC Energy experience is a positive one.
We do understand that at times things can go wrong and we will work to resolve any issue as quickly as we can.
When managing a complaint ERC Energy will adopt the three main principles of natural justice.
THE HEARING RULE – ERC Energy will provide the customer with an adequate opportunity to state their complaint and respond to the outcomes of the investigations conducted by ERC Energy.
THE BIAS RULE – ERC Energy will address each complaint with an independent approach and ensure that each complaint is viewed on its own merits. The decisions will be impartial and based on a balanced and considered assessment of the results from the investigation without favouring one party.
THE EVIDENCE RULE – The decision-making process with managing a complaint will be based on logical proof or evidence material at all possible times. ERC Energy wherever possible will avoid decisions based on speculation or suspicion.
At times we may need further time to collate the data or confirm and validate information so before a complaint you may prefer the matter is escalated for our management to address directly.
Please reach out to our team to have the matter escalated and we will ensure your enquiry is managed in line with our stated procedures.
Contact our Team to escalate the matter
For more information on our commitment to working with you to resolve the matter see our below ERC Complaints and Disputes Policy
Should you wish to contact ERC to lodge your complaint please contact our Complaints Team
ERC Energy PO Box 583 Buddina QLD 4575
E: complaints@ercenergy.com.au
Phone: 1300650849 or 0754378188
ERC Energy Complaints and Disputes Policy
External Dispute Resolution
All our customers have the right to contact the Energy & Water Ombudsman NSW (EWON) , QLD (EWOQ) or ACAT (ACT) to lodge a complaint or for free independent information and advice.
EWON , EWOQ and ACAT investigates and resolves complaints from customers of electricity and gas providers, and some water providers.
EWON’s contact details are:
NSW Freecall: 1800 246 545
Freefax: 1800 812 291
Website: www.ewon.com.au
Post: Reply Paid 86550, Sydney South NSW 1234
Queensland EWOQ Contact:
Energy and Water Ombudsman QLD (EWOQ)
Phone: 1800 662 837
Website: www.ewoq.com.au
ACT
ACT Civil & Administrative Tribunal (ACAT)
Phone: 02-6207 1740
Website: http://www.acat.act.gov.au