Ergon Energy Retail Working Group

The Ergon Energy Retail Working Group helps make sure customer and community voices are part of our retail energy decisions.

The working group supports the Energy Queensland Customer and Community Council. It focuses on topics linked to Ergon Energy Retail, including plans, services, and how we work with customers. Members discuss current and future challenges in the energy sector. Their feedback helps guide decisions that affect customers and communities across Queensland.

The role and scope of this working group are outlined in the Energy Queensland Customer and Stakeholder Engagement Framework (PDF 5.3 mb).

Working group scope

Below is a list of topics and issues in scope for the Ergon Energy Retail Working Group:

Customer service operations, plans and investments (including backend and front facing ICT investments)
Customer service performance measures (including customer experience satisfaction and actual performance results)
Customer communications strategies, plans and materials
Customer information campaigns and associated support materials
Customer support (including concessions, rebates and hardship policies and processes)
Billing processes and procedures
Card operated metering operations
Smart meter strategy and installations
Retail tariffs and pricing plans (including Queensland
Competition Authority pricing related matters)
Wholesale electricity market operations