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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Reports to stakeholders

Electricity customers' complaints experience

With a view to assisting electricity retailers to improve their customer complaints service, and also reducing the number of complaints to EWOQ, 101 customers were surveyed about their complaints experience. The survey was conducted in 2013. view the report

 

Independent Review

In August 2012, the Advisory Council to the Energy and Water Ombudsman Queensland (Council) accepted the Ombudsman’s recommendation that the Council conduct an independent review in 2013.

The conduct of a review was consistent with Benchmark 6.11 of the Benchmarks for Industry-Based Customer Dispute Resolution Schemes 1997 (National Benchmarks) which provides that the operation of a customer dispute resolution scheme should be reviewed within three years of its establishment, and regularly thereafter, by an independent party. The last review, of the Energy Ombudsman Queensland, was conducted in 2010.

Following a public tender process, an independent reviewer, The Consultancy Bureau (TCB), was appointed by the Council and asked to assess the extent to which the Energy and Water Ombudsman Queensland is achieving the main purpose of the Energy and Water Ombudsman Act by reference to the National Benchmarks of:

  • Accessibility         
  • Independence         
  • Fairness         
  • Accountability         
  • Efficiency          
  • Effectiveness

TCB commenced the review in July 2013 and reported to Council in December. On 23 January 2014, Council endorsed the final report. view the report