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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Scheme participants

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Scheme participants

Under the Energy and Water Ombudsman Act 2006, all energy distributors and retailers and water distributor-retailers who supply Queensland's small customers with electricity, gas or water must become EWOQ scheme participants.

A small energy customer is a customer who is:

  • a residential customer; or
  • a business customer who consumes energy at business premises below the upper consumption threshold.

For water, small customers are all residential water customers in south east Queensland or small businesses who use less than 100 kilolitres of water per year.

 

Scheme membership enquiry

When applying for a retail authority through the Australian Energy Regulator, businesses are required to provide evidence of any membership or steps taken to obtain membership, of a recognised energy industry ombudsman scheme in the jurisdiction/s in which they intend to retail energy to small customers.

Complete our online enquiry form to be provided with a letter indicating a preliminary assessment of your eligibility for membership of the Queensland Energy and Water Ombudsman scheme.

 

Scheme participant notification form

To become a formal participant of the scheme, all energy distributors and retailers and water distributor-retailers in south east Queensland must submit a scheme participant notification form.

Entrant electricity and gas retailers must submit this form within 10 business days from when they enter into a contract for the provision of, or start to provide, customer retail services to a small electricity or gas customer. Scheme participation takes effect from the date customer retail services are provided to the customer. If a notification form is not submitted within 10 business days, the matter can be referred to the Energy Regulator who may impose a fine.

Water distributor-retailers joined the EWOQ scheme on 1 January 2011.

Download a copy of the form below or contact Corporate Services on 1800 662 837 for a copy.

 

Scheme participant procedures

  • Invoiced Cases Disputed by a Scheme Participant (PR_FIN_001) provides EWOQ staff and Scheme Participants with clear direction to enable the resolution of disputes from scheme participants in relation to cases they have been invoiced for under the EWOQ user pays fees in a timely and consistent manner. The procedure only applies to disputes relating to cases used in the calculation of scheme participant user pays fees.