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.
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Our Ombudsman and teams

Jane Pires, Energy & Water Ombudsman

The Energy and Water Ombudsman administers the Energy and Water Ombudsman scheme in Queensland, providing a timely, effective, independent and just way of resolving disputes and ensuring complaints are handled in an expeditious manner. The Ombudsman provides leadership and direction and contributes to improved service delivery in the energy and water sectors, fostering a culture of excellence, a commitment to customer service and providing all Queenslanders with equal access to the service. The Ombudsman has full operational and functional oversight and monitors and drives organisational performance.

Jane Pires was appointed Ombudsman in December 2016 and brings with her more than 25 years’ experience in customer service and complaint management.

She has extensive senior executive experience in dispute resolution and served on the Board of the Society of Consumer Affairs Professionals Australia (SOCAP) for 10 years, including three years as President and five years as Vice President. In 2012-13, Jane was also appointed Chair of the Standards Australia QR015 Committee responsible for reviewing the Guidelines for Complaint Handling in Organisations (AS ISO 10002).

With experience in mediation, conciliation and dispute resolution, Jane holds an MBA majoring in dispute resolution and is a member of the Australian and New Zealand Ombudsman Association (ANZOA), the peak body for Ombudsmen in Australia and New Zealand.

 

Our Teams

EWOQ has three teams who work under the leadership of the Energy and Water Ombudsman.

Assessment, Investigation and Resolution

  • Led by the General Manager - Assessment, Investigation and Resolution
  • Has three regional offices located in Brisbane, Rockhampton and Cairns
  • Responsible for the day-to-day dispute resolution and investigation of complaints and identification of potential systemic issues.
  • The South Queensland region encompasses the Gold Coast in the south, Gympie to the north and west to the South Australian border.
  • The Central Queensland region covers the area north of Gympie to Mackay and west to the Northern Territory border.
  • The North Queensland region is north of Mackay (including the Torres Strait islands) and west to the Northern Territory border.

 

Business Support

  • Led by the General Manager - Business Support
  • Provides the essential services vital for the day-to-day running of EWOQ, including finances, records management, information technology, human resource services and administration.
  • Provides training and professional development to staff.

 

Reporting, Policy and Research

  • Led by the General Manager - Reporting, Policy and Research
  • Responsible for leading and coordinating research, analysis and strategic advice and development on complex policies and emerging issues.
  • Manages the development, implementation and analysis of internal and external surveys on behalf of EWOQ.
  • Incorporates marketing and communication.
  • Oversees the quality assurance process for EWOQ and the identification of potential systemic issues.