The Energy and Water Ombudsman Queensland (EWOQ) is a free, fair and independent dispute resolution service for unresolved complaints with your electricity, gas or water supplier. Before you contact EWOQ with your complaint, you must first try to resolve the problem with your electricty, gas or water company.
Free call 1800 OMBUDS (1800 662 837) Complaints  |   Resources  |   Scheme Participants

Contact Us

If you have a complaint about your energy or water supplier, please use our online complaint form.

If you are unsure who to contact with your complaint, use our Energy + Water Complaints Wizard to determine who to contact.

Office hours: 8.30am - 5.00pm Monday to Friday

Freecall: 1800 662 837 (Calls from mobile phones may attract charges. Let us know you're calling from a mobile and we'll call you back.)

Fax: (07) 3087 9477

Email: complaints@ewoq.com.au or info@ewoq.com.au 

(Please do not email any personal information such as driver's licence, passport or credit reports. Further information will be requested if needed.)

 

Brisbane

In person: Level 16, 53 Albert Street (8.30am-5pm)

Write to: PO Box 3640 South Brisbane BC Qld 4101

Cairns

In person: Level 1, Cairns Corporate Tower, 15 Lake Street (8.30am-5pm)

Write to: PO Box 3640 South Brisbane BC Qld 4101

Rockhampton

In person: Level 2, 209 Bolsover Street (8.30am-5pm)

Write to: PO Box 3640 South Brisbane BC Qld 4101

 

Other contacts:

Complaints about your energy or water supplier

Compliments or complaints about our service

Right to Information and Information Privacy Coordinator

Communications and Marketing

 

Community accessibility

Hearing Impaired Access

EWOQ’s enquiry service is accessible to those with hearing impairments through a national relay service. Contact the National Relay Service on 133 677 or visit their website http://relayservice.gov.au/.

Indigenous Complainant Accessibility

EWOQ’s complaint handling officers are trained in cultural awareness and cross-cultural communications, however we also have a dedicated Indigenous officer to help Aboriginal and Torres Strait Islander communities. When you contact our office you can request to speak to this officer.

Regional Accessibility

EWOQ provides a toll free phone number (1800 662 837) and online complaint form for all customers to submit their complaint. In addition, offices are located in Brisbane, Rockhampton and Cairns for customers to visit in person. Many of the EWOQ officers participate in community visits throughout the year to assist in improving our communications and access to regional areas.

Culturally and linguistically diverse (CALD) Accessibility

EWOQ is committed to providing appropriate and accessible services to people who do not speak English and to agencies and businesses that need to communicate with their non-English speaking cusotmers.

EWOQ’s enquiry service is accessible to those who may speak a language other than English through the Translating and Interpreting Service (TIS National). TIS National provides immediate phone, pre-booked phone and on-site interpreting services to people who do not speak English and to agencies and businesses that need to communicate with their non-English speaking clients. These services enable non-English speakers to independently access services and information in Australia. Non-English speakers can access immediate phone interpreters through TIS National by calling 131 450.

EWOQ also has a brochure on the services provided by the office, available for customers identifying as CALD.

Queensland Language Services

The Queensland Language Services Policy outlines the Queensland Government's commitment to use interpreters and translated information to improve access to the full range of government and government-funded services for people with difficulty communicating in English. The Language Services Policy also supports the multicultural policy and action plan by providing guidance on the use of language services to ensure fair and equitable service delivery for people accessing Queensland Government services.

The Queensland Language Services Guidelines provides Queensland Government agencies with information and examples of how agencies are to implement the Queensland Language Services Policy.