Policies

BQS Power is required under the AER's Retail Exempt Selling Guideline (Version 7, August 2025) to maintain and publish the following customer policies. All policies are effective 24 February 2026.

Customer Hardship Policy

If you are experiencing financial difficulty paying your electricity bill, please contact us as early as possible. We offer payment arrangements, bill extensions, and referrals to external support services.

Download Customer Hardship Policy (PDF)

Family and Domestic Violence Policy

If you are affected by family or domestic violence, we can provide confidential assistance with your electricity account including payment arrangements, account privacy protections, and referrals to support services. If you are in immediate danger, call 000.

Download Family and Domestic Violence Policy (PDF)

Complaints & Dispute Resolution Procedure

If you have a complaint about your electricity supply or billing, contact us directly. If unresolved, you can escalate to the Energy and Water Ombudsman Queensland (EWOQ) on 1800 662 837 (free call) or at www.ewoq.com.au.

Download Complaints & Dispute Resolution Procedure (PDF)

For all policy matters contact us at energy@bqspower.com.au or 1300 130 653.