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Emergencies
Risk to life or property.

For major incidents or faults where there is a risk to life or property, call 000

Faults, Outages and loss of supply
If you experience a fault, a loss of your electricity supply or a power outage to your property, please contact your distributor on the below number:

In QLD - Contact Energex on 136262

In NSW - Contact Ausgrid on 13 13 88.

You can also contact Flow Systems on 1300 802 802.

Life Support
If your property has someone who uses life support equipment you must register and let us know. To register you need to fill out our ELECTRICITY - LIFE SUPPORT CONFIRMATION FORM and either email to: lifesupport@flowsystems.com.au or post to Flow Systems PO BOX 404 Nundah, QLD 4012.

Once we receive your form we will:

  • register your premises as having life support equipment
  • advise your distributor that a person resident at the premises requires life support equipment
  • give you at least four business days written notice of any planned outages.
There may be unplanned outages due to unforeseen circumstances and events beyond our control. Please ensure you have a detailed emergency plan in place. If you change your telephone details, then please let us know. You should also let us know when life support equipment is no longer required at your property.

You can learn more about available QLD rebates and concession for your life support equipment here and you can learn more about available NSW rebates and concession for your life support equipment here, the link to the application can be found here.

What should I do if there is an interruption?

If you experience a fault, a loss of your electricity supply or a power outage to your property, please contact your distributor on the below number:

In QLD - Contact Energex on 136262

In NSW - Contact Ausgrid on 13 13 88.

Meter Installation Timeframes

Customer new connections or simple meter exchanges will be completed by a date agreed with the customer. If no timing can be agreed, then Flow will install the meter within six business days at a new connection, or within 15 business days if the customer has requested a simple meter exchange. 

Planned Interruptions

Flow will engage with the customer in the first instance to find a suitable date or a date range for the works to proceed. If we are unable to contact the customer, then we will provide a minimum of four business days’ notice to the customer of the planned interruption.

If you are a life support customer, we will not proceed with the planned interruption until we have received your consent.

Moving out
If you are moving out of the building, you must let us know at least five business days before you leave the property so that we can take a final meter read and issue you with a final bill which must be paid before your contract is terminated.

You can fill in the moving form here or you can contact us email us with any queries or call 1300 806 806.

Energisation and re-energisation timeframes
You can arrange for your energy to be switched any time in the lead up to your move.

If you are moving in and your power is off, you have completed the sign-up process and requested a connection we will connect you within 8 business hours.

The same time frames apply for those who have been disconnected and are being reconnected.

For safety reasons you need to ensure that:

  • someone over the age of 18 is home

  • all your appliances are turned off,

  • no one is doing any building or electrical work on your property.

Contact us
You can call us between 8.30pm to 5pm on 1300 806 806 or email

If you have an outage, please call your distributer as soon as possible to find out if there is an outage in your area and to find out when your electricity will be reconnected.

In QLD - Contact Energex on 136262

In NSW - Contact Ausgrid on 13 13 88.

Complaints
Making a complaint

You may call us on 1300 806 806 or email us to notify us of any complaint in relation to our marketing or supply of energy to your supply address. We will endeavour to resolve your complaint as quickly as possible.

Flow Systems is committed to treating complaints promptly, fairly, equitably, confidentially and professionally at no cost to the Customer. Flow’s aim is to manage complaints such that they can support the constant improvement of our Customer services.

If a Customer has a complaint regarding any aspect of our Services, the Customer should contact us, and we will aim to resolve the issue as quickly as we can. Flow Systems welcomes Customer and community feedback as it helps us to identify problems and improve our operations.

Flow Systems’ Customer Complaint Policy

We have an easy accessible complaints process in place should something go wrong. Please note that you also always have the option to contact the Energy & Water Ombudsman NSW (EWON) or Energy & Water Ombudsman QLD (EWOQ) at any time for independent advice and assistance. Both organisation’s contact details are below and you may contact either EWOQ on 1800 662 837 or the EWON on 1800 246 545.

The Energy Ombudsman
The Energy and Water Ombudsman Queensland (EWOQ) and the Energy and Water Ombudsman NSW (EWON) are free, fair and independent dispute resolution services for unresolved complaints with your electricity, gas or water supplier.

Before contacting EWOQ or EWON with a complaint, you must try to resolve the problem with your electricity company.

You can visit the EWOQ website here or the EWON website here.

How do I cancel my contract?
Our cancellation policy and your rights in regard to cancellation are detailed in our Terms and Conditions at the bottom of this page. Your rights in regard to cancellation are also included as a link as part of your Welcome Pack when you sign up.

You have the right to cancel your agreement with us under Australian Consumer Law.

What do I need to do?

You don’t need to do anything unless you want to cancel your agreement.
If you do want to cancel your agreement you can call us on 1300 806 806 or email.

Energy Fact Sheets

Queensland Council of Social Service (QCOSS) has developed several factsheets to help those who are struggling to pay their electricity bills or who require information on how to reduce their costs. The factsheets include tips on saving energy, what concessions and assistance are available and what to do if customers can’t pay an energy bill.  For further information please visit QCOSS.

If you are based in NSW you can download the NSW energy fact sheets here

Power of Choice
Here at Flow Systems, we are committed to providing you with great rates. We are also committed to protecting your right to choose an alternative.

For further information to help you compare our retail offer to other offers available, please visit Energy Made Easy

Do I have to use Flow Systems as my energy provider?

The Australian Energy Regulator requires that residents within an embedded network are entitled to source their electricity from a retailer of their choice. As such, you are entitled to seek quotations for the supply of electricity direct from any retailer and discuss with them what your options may be. The cost to opt out is borne by the user of the utility.

Summary of rights, entitlements and obligations of small customers
You can read your Summary of rights, entitlements and obligations here.

Small Customer Contract T&Cs