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

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We appreciate receiving compliments

Would you like to thank one of our front line officers or one of our other valued staff members who you believe has done an outstanding job? If you are satisfied with the service you have received from us, please let us know. It helps us to know that we are delivering our services effectively and provides us with an opportunity to recognise staff that provide high quality service. Your compliment will be recorded and referred to relevant staff and management. You can email info@ewoq.com.au.

 

We value your complaints about our services

While the Energy and Water Ombudsman Queensland investigates complaints about Queensland energy and water suppliers, if you are unhappy with our decision or service and would like to make a complaint, please contact us. Our Charter of Service clearly sets out the levels of service and conduct standards you can expect in your dealings with our office. You can complain about any aspect of service that we provide, including office procedures and the actions of staff members (i.e. lack of timeliness or courtesy).

Wherever possible, we seek to deal with service delivery complaints at the first point of contact. If your complaint relates to the behaviour or competency of an officer or you are dissatisfied with our initial attempt to resolve the complaint, the matter will be referred to the relevant supervisor who will determine the appropriate response.

Our office is committed to ensuring an excellent level of service and access for all clients. We take all complaints seriously against our decisions and actions, including officer conduct.

EWOQ takes all complaints concerning its decisions and the actions and conduct of employees seriously and:

  • actively encourages feedback about how we carry out our core complaints function;
  • takes a client focuses approach to how we deal with complaints about our services;
  • accepts complaints about our services orally or in writing;
  • uses complaints about our service to drive improvements to our business processes.

Complaints may be lodged in writing or emailing our Office or calling 1800 662 837.

Receipt of the complaint will be acknowledged, orally or in writing, within 5 business days of the complaint being received by EWOQ. The investigation of the complaint will be completed within 20-60 working days of its receipt. The length of the investigation will usually depend on the complexity and seriousness of the allegation; and the availability of witnesses, documentation and other information.

View the Customer and Scheme Participants complaints policy (PO_OM_005).

 

Unhappy with the outcome of your energy or water complaint?

If EWOQ cannot resolve your energy or water complaint via negotiation or conciliation between you and your supplier, the Energy and Water Ombudsman may decide to make a final order against the supplier to resolve your case. Read more about final orders.