Reconciliation action plan

The cover of the 2020-2021 reconciliation action plan - title and aboriginal motif on purple backgroundUpdate from January 2022: We are continuing our reconciliation journey and are currently working with Reconciliation Australia to develop our next RAP.

As a free, fair and independent dispute resolution service, we’re passionate about creating equal opportunities for all, and a culture of respect and understanding for Aboriginal and Torres Strait Islander peoples.

At the Energy and Water Ombudsman Queensland, we feel a great responsibility to support the national reconciliation movement. By working with Aboriginal and Torres Strait Islander organisations, we can help create positive change.

Our first reconciliation action plan—our Reflect RAP—outlined our plan for engaging, strengthening and maintaining our relationships with Aboriginal and Torres Strait Islander communities. The Reflect RAP gave us amazing opportunities to turn our good intentions into real actions.

Now our Innovate RAP continues the conversation by promoting a culture of respect for Aboriginal and Torres Strait Islander peoples within our organisation and the Queensland communities we help.

The plan outlines our commitment towards reconciliation over the next 2 years (2020–2021). And we hold ourselves accountable for every single commitment.

Our vision for our reconciliation journey is that we become a positive influence in our sector and that industry will join us in helping create a better Australia.

Innovate RAP 2020–2021

As part our commitment to reconciliation over the next 2 years, we’ll:

  • continue our community outreach to strengthen and grow our networks and partnerships
  • develop and maintain relationships within the communities we serve to help Aboriginal and Torres Strait Islander peoples become confident and informed consumers
  • provide a service with manners, respect and courtesy by observing cultural protocols and participating in cultural learning.

Read our Innovate RAP 2020-2021:

Achievements of the Reflect RAP

Our Reflect RAP was launched in October 2018. This 12-month plan outlined how we would engage, strengthen and maintain our relationships with Aboriginal and Torres Strait Islander communities.

These are just some of our achievements:

  • We helped Aboriginal and Torres Strait Islander consumers understand that it’s okay to complain if they have a problem with their electricity, gas or water providers – and that their complaints should be treated respectfully.
  • We expanded our Indigenous outreach program and subsequently learned more about the:
  • needs and challenges of electricity supply in remote communities
  • energy and water issues affecting Indigenous consumers broadly.
  • We visited and spoke with communities in Kuranda, Minjerribah (North Stradbroke Island), Woorabinda and Yarrabah.
  • Our team members participated in National Reconciliation Week and NAIDOC Week events, and cultural awareness training.

Read our Reflect RAP (PDF, 1154.87 KB).

Read more about reconciliation on the Reconciliation Australia website.

Contact us

For more information about the RAP, email