We regulate access to support competition by enabling third parties to access essential infrastructure that cannot be economically duplicated, including below-rail (track) infrastructure.
Water is an essential resource which requires careful management and regulation.
We are the economic regulator of water and wastewater services for Queensland.
Along with our more public role, in setting regulated electricity prices, we set the solar feed-in tariff for regional customers and enforce the Electricity Distribution Network Code.
Electricity: Supporting efficient outcomes in energy for the long term interests of Queenslanders
Rail: Promoting efficient use of, and fair access to, key rail infrastructure in Queensland
Ports Regulation: Delivering efficient access to Queensland’s key export infrastructure
Water: Advocating fair water prices that encourage efficient water use in Queensland
The 'components' of a typical electricity bill:
This means from 1 July 2016 retailers set prices for SEQ customers. These customers can shop around for the best deal, like they do for many other goods and services. They can, for example, compare prices on the Australian Energy Regulator's website, Energy Made Easy.
More information: The Department of Energy and Water Supply (www.dews.qld.gov.au).
Electricity offers fall in either of the two types of offer:
These are basic offers with terms and conditions that are specified under the National Energy Retail Rules. While it is the default offer that a retailer provides to customers who have not accepted a market offer, the standing offer may also apply where a customer:
– has moved into a new premises and started consuming electricity without contacting a retailer
– has been transferred to a retailer of last resort as a result of the failure of their retailer
– has not signed a new market contract when their existing market contract ended.
In south east Queensland, prices have been deregulated and standing offer prices are set by retailers. However, for the first year of deregulation, once retailers have set standing offer prices they are not allowed to increase their prices.
In regional Queensland, standing offer prices are the notified prices that are decided under section 90(1) of the Electricity Act 1994.
Market offers contain a minimum set of terms and conditions that are specified in the National Energy Retail Rules and other terms that are agreed between the retailer and the small customer. These offers may be generally available or offered only to specific customers and may be for a fixed term or be ongoing ('evergreen' contracts). Some retailers may also provide offers that have a fixed benefit period (e.g. a discount might apply for a period that is less than the term of the contract). Prices under market offers are set by the retailer. Retailers can also differentiate their market offers through:
– benefits such as frequent flyer points and gift cards
– cash rebates
– fees (e.g. payment processing, late payment or early termination fees)
– more innovative and tailored offers that match customers' needs and preferences (e.g. fixed price plans or plans that provide customers the option to support renewable or environmentally-friendly sources of electricity generation through programs such as GreenPower for an additional charge).
If you're unsure about your type of contract, it is best to ask your retailer.
More information: The Australian Energy Regulator (1300 585 165 or www.aer.gov.au).
This is a fixed amount charged daily to cover the costs of maintaining the electricity supply to any premises connected to the electricity network—even those with solar PV roof panels. It includes the costs of the 'poles and wires' that connect premises to the electricity network, and general administrative costs incurred by a retailer in supplying the electricity (e.g. costs associated with customer administration, call centres, corporate overheads, billing and revenue collection, IT systems, regulatory compliance, etc.).
It is sometimes also called a 'service charge', 'daily supply charge' or 'service to property charge'.
Residential fact sheet - 2016-17 regulated retail pricesMore than one type of tariff is available to residential customers in regional Queensland. Most customers are on one, or a combination, of the following tariffs:
– tariff 11—the main regulated residential tariff for regional customers. Under this tariff, customers pay the same rate for each unit of electricity consumed plus a fixed daily charge
– tariffs 31 and 33—'off-peak' or 'controlled load' tariffs for uses such as water heating and pool pumps (but customers have to be on tariff 11 first, before they can make use of these tariffs).
The regulated prices for regional customers on tariffs 11, 31 and 33 for 2015–16 and 2016–17 (excluding GST) are as follows:
Service fee (cents/day)
Variable charge (cents/kWh)
a. Available to both regional and south east Queensland customers.
b. Available to regional customers only. See Q2.
Note: In addition to these charges customers, will also pay metering charges.
Metering charges: See Q9, or contact your retailer or the Australian Energy Regulator (1300 585 165 or www.aer.gov.au).
Residential tariffs for 2016–17: See the QCA fact sheet.
Most regional small business customers on a regulated tariff use one of three tariffs:
The regulated charges for regional customers on tariffs 20, 22 and 22A (excluding GST) are as follows:
Peak rate (cents/kWh)
Peak/shoulder rate (cents/kWh)
a Available to both regional and south east Queensland customers.
b Available to regional customers only. See Q2.
Metering charges: See Q8, or contact your retailer or the Australian Energy Regulator (1300 585 165 or www.aer.gov.au).
Small-business tariffs for 2016–17: See the QCA fact sheet.
Energy costs are higher, caused by increasing demand from liquefied natural gas plants and higher renewable energy target costs. For small business customers, higher retail costs have also contributed to increases in business tariffs.
The impact on individual customers differs, depending on the type of tariff that they are on and their consumption level. For example, because the service fee for residential customers is decreasing in 2016–17, almost one-third of customers on tariff 11 are facing lower annual bills in 2016–17 compared to 2015–16. Because of the lower service fee, customers may be in a better position to work on ways to increase their energy efficiency, and so reduce their usage (and control their electricity bill more themselves).
From 1 July 2015, metering charges are no longer included in regulated prices. Previously, metering charges were part of network charges (regulated by the Australian Energy Regulator) and were included in the regulated service fee set by the QCA.
Your retailer may include these charges in your service fee or list them separately as a new line item on your electricity bill. This charge includes an amount to recover the capital cost of your existing meters (capital component) and an amount to cover the cost of maintaining, operating and reading meters (non-capital cost component).
More information: The Australian Energy Regulator (1300 585 165 or www.aer.gov.au) or your retailer.
The QCA sets regulated prices for regional customers consistent with the Queensland Government's uniform tariff policy (UTP). The UTP acts to subsidise the costs of supplying some residential and small business customers in regional Queensland so that, wherever possible, non-market customers of the same class would pay no more for their electricity, regardless of their geographic location. This subsidy was around $600 million in 2014–15.
As Ergon Energy Queensland (EEQ) is the only retailer that has access to this subsidy, other unsubsidised retailers find it difficult to compete with EEQ. Therefore, competition for some customers in regional Queensland is limited.
We understand that the affordability of electricity is an issue for some regional customers. It is therefore important to note that the regulated prices for residential and small business customers in regional Queensland reflect the Queensland Government’s uniform tariff policy, which subsidises electricity prices in the regions so they are the same as prices in the lower-cost south east.
More information: The Department of Energy and Water Supply (13 25 23 or www.dews.qld.gov.au/).
We recommend that you shop around for the best deal, if you live in south east Queensland.
However, due to the uniform tariff policy (UTP) (see Q9), retail competition in regional Queensland is limited.
More information: The Australian Energy Regulator's energy price comparison website, Energy Made Easy.
If you are struggling to pay your bill, you should discuss your situation with your retailer. Retailers offer support to their customers in hardship.
The Queensland Government also offers support to customers in some circumstances.
More information: The Department of Energy and Water Supply's electricity rebates and concessions page (or 13 74 68).
The Solar Bonus Scheme, which was closed to new customers on 30 June 2014, was a Queensland Government policy that paid eligible customers a feed-in tariff for surplus electricity generated from small-scale photvoltaic (PV) systems and exported to the Queensland electricity grid.
The scheme was replaced on 1 July 2014. In south east Queensland, retailers compete for solar customers and set their own feed-in tariffs. In regional Queensland, a mandatory minimum feed-in tariff is determined by the QCA each year, as directed by the Minister for Energy and Water Supply.
More information: The Department of Energy and Water Supply (13 43 87).
A feed-in tariff is the rate that someone is paid for electricity that they feed back into the grid after generating it from a renewable energy source, such as a rooftop solar PV system.
The mandatory feed-in tariffs for 2015–16 and 2016–17 are as follows:
Wholesale energy costs
Ancillary services fees
Value of avoided network losses
Recommended feed-in tariff
The recommended feed-in tariffs are calculated as the sum of costs that Ergon Energy (retail) avoids (in its lowest average cost of supply region) when it on-sells a unit of electricity exported by its solar customers to the Queensland electricity grid. The avoidable costs are wholesale energy costs, national electricity market (NEM) participation fees, ancillary services fees and the value of avoided network losses.
The following QCA final reports:
The feed-in tariff for a customer in south east Queensland (Energex distribution area) is determined by negotiation between the retailer and the customer. Different retailers offer different feed-in tariffs and you can find the best deal by shopping around.
More information: The Australian Energy Regulator's energy price comparison website, Energy Made Easy.
Electricity retailers would incur a loss if they offered a feed-in tariff that is equal to the retail price. The actual value of electricity generated by PV units is considerably less than the retail price, because when retailers buy energy from PV customers, they only avoid some of their normal business costs (costs of purchasing wholesale energy from generators and energy losses). However, they still incur most of their normal business costs (retail operating costs and network charges).
Therefore, a '1 for 1' feed-in tariff would require the retailers to subsidise solar PV customers. The cost of a subsidy would then need to be recovered through higher electricity price .
A card-operated meter contains control equipment that switches on and off according to the amount of credit stored in the meter.
If you have a card-operated meter, power is credited to your meter by a single-use card, which you can buy from a range of power card outlets, in denominations of $20 and $50.
More information: Ergon Energy Queensland (180 0850 451).
For a list of sales agents that sell power cards, contact Ergon Energy Queensland (1800850 451).
Since 1 July 2007, the price of piped natural gas in Queensland has been deregulated. Retailers are therefore responsible for setting prices for their customers.
More information: the Australian Energy Regulator's EnergyMadeEasy price comparison website.
The Australian Energy Regulator's website provides this information.
You should contact your retailer directly. Your retailer's contact details are on your bill.
If you are a residential or small buisness customer and you are unable to resolve the problem through your retaile's complaints process, you can contact the Energy and Water Ombudsman Queensland (EWOQ), which provides a free dispute resolution service.
More information: EWOQ (1800 622 837 or the EWOQ website).
General process for establishing a new connection
General process for making an alteration to an existing connection
For more information, please contact your distributor:
If your retailer goes out of business, another retailer—known as the retailer of last resort (RoLR)—will become your supplier.
More information: The Australian Energy Regulator (1300 585 165) oversees the RoLR scheme.
If you have received a disconnection notice, it is important to contact your retailer straightaway to avoid being disconnected (the contact details for your retailer should be printed on your disconnection notice).
If you have been disconnected, you should contact your retailer directly to correct the problem that led to disconnection, after which you may request reconnection.
Ergon Energy Queensland can supply customers in regional Queensland. However, once a residential or small business premises has been serviced by another retailer, the Queensland Government's policy is that the premises cannot return to Ergon Energy Queensland in future. Nevertheless, the premises are still entitled to be supplied under the same notified prices from the new retailer.
More information: The Department of Energy and Water Supply (13 25 23) can give more details on the non-reversion policy.
This may be because you fall under an on-supply arrangement, which is an arrangement where the owner or occupier of the premises (e.g. body corporate associated with blocks of residential or commercial units, shopping centre owners or caravan park owners) supplies and sells electricity to the occupants.
More information: The Australian Energy Regulator (1300 585 165), who regulates this arrangement under the National Energy Customer Framework.