A high performing, independent organisation making a valued contribution to an efficient and fair energy and water sector.
To provide the people of Queensland with a timely, effective, independent and just way of resolving disputes with their energy and water supplier.
Contribute to improved service delivery in the energy and water sector.
Foster a culture of continually striving for success.
Adhere to the principles of independence and accountability in all we do.
Provide all Queenslanders with equal access to our service.
What is an ombudsman?
An ombudsman is an independent official who represents the interests of the public by investigating and addressing complaints reported by individual citizens.
The modern meaning arose from its use in Sweden, with the Parliamentary Ombudsman instituted in 1809 to safeguard the rights of citizens. The word ombudsman is not gender specific and derives from the Old Norse word 'umbudsman', meaning 'representative'.
Ombudsman services are free and they can help you with complaints about:
- banks, credit cards, loans
- federal government services
- electricity, gas and water companies
- mobiles, training and internet providers
- financial advice, superannuation, stockbrocking
- insurance - car, travel and home services
- state government services
- universities and TAFEs
- and more...
See our Ombudsman Services in Australia fact sheet.
Essential criteria for describing a body as an ombudsman
The Australian and New Zealand Ombudsman Association (ANZOA) has developed a policy statement setting out six essential criteria - independence, jurisdiction, powers, accessibility, procedural fairness and accountability - which it says the public are entitled to expect of any office described as an ombudsman.
See the 'Essential criteria for describing a body as an ombudsman' policy statement.