The Energy and Water Ombudsman Queensland (EWOQ) provides a free service for all energy consumers in Queensland, and water consumers in South East Queensland. Consumers are not charged for EWOQ’s services when they contact us for assistance with the resolution of complaints.
If EWOQ is contacted by a representative on behalf of a consumer we require an authority from the consumer, either verbally or in writing, for the representative to act on behalf of the consumer.
Where it appears the representative is charging a fee to the consumer in relation to any aspect of the matter referred to EWOQ, we will contact the consumer directly and advise them that our service is free. If the consumer chooses to continue to be represented by their agent for a fee, the consumer’s wishes will be respected and EWOQ will deal directly with their agent.
If the consumer advises that they wish to deal directly with EWOQ, we will confirm this in writing to the consumer and deal directly with them regarding their complaint. It is the consumer’s responsibility to advise the agent of their decision to deal directly with EWOQ.
This approach is consistent with other members of the Australia and New Zealand Energy & Water Ombudsman Network (ANZEWON).