Privacy

We take privacy seriously and it is essential that we take care of the information that we collect, use, store and disclose in providing our services to Queenslanders.

The Information Privacy Act 2009 (IP Act) sets out how we must manage personal information collected for the purposes of resolving disputes between energy and water consumers and their providers in Queensland.

We take strong precautions to protect your data from loss, unauthorised access, use, modification or disclosure, and other misuse. However, this website doesn’t allow you to securely send information across the internet.

Scope

This policy explains how EWOQ manages personal information under the IP Act and the Energy and Water Ombudsman Act 2006. It outlines our responsibilities, including how we collect, store, use and share personal information. It also introduces the new Mandatory Data Breach Notification Scheme starting 1 July 2025.

The policy applies to all EWOQ staff, contractors, consultants and recruitment panel members. The Ombudsman is responsible for privacy, and the Information Privacy Officer is the main contact for privacy concerns.

'Personal information' is defined in the IP Act as:

information or an opinion about an identified individual or an individual who is reasonably identifiable from the information or opinion—

(a) whether the information or opinion is true or not; and

(b) whether the information or opinion is recorded in a material form or not. For clarity, personal information is not necessarily sensitive or confidential, and it doesn’t need to directly identify the individual. If their identity could be discovered by taking a series of steps (for example, by combining several pieces of information to work out which individual is being referred to) then this may be personal information.

As personal information relates to information about individuals, corporations do not have privacy rights under the IP Act.

Some types of information, like law enforcement documents or public interest disclosures, are excluded from privacy protections.

What information we collect

We collect personal information from customers to help resolve complaints. This includes names, contact details, account information and other relevant data. We may also collect information from suppliers, distributors or authorised representatives.

Customers are assumed to consent to us using their information to resolve complaints. We may also ask for consent for surveys or other activities. Customers can withdraw consent, but this may limit our ability to help.

We allow anonymous or pseudonymous interactions where possible, but full complaints usually require identifying information.

You can use the EWOQ website without revealing any personal information. In general, we don’t collect information that can identify you or your browsing activities.

However, we do collect non-personal data from our website and online services using cookies, tracking pixels and analytics tools. These help us improve our services but don’t identify individuals. We use third-party tools like Google Analytics, Microsoft, Acquia, Vision6 and YouTube, which may store data overseas.

Use and disclosure of personal information

Our team members use personal information to manage complaints, improve services and report on trends. We de-personalise data before publishing.

With consent, we share customer information with the relevant energy or water provider to help resolve complaints. We may also share information with government agencies or other ombudsman schemes, with consent or if required by law.

Customer information may be used for surveys, with consent. Survey responses may be shared with scheme participants, but identifying details are removed unless the customer includes them.

Our team members may access each other’s personal information for HR purposes. Recruitment data is shared with selection panels and third-party platforms. We also store other workplace-related data, such as financial records and stakeholder lists.

Contractors may access personal information as part of their work. We ensure they follow privacy laws and include privacy clauses in contracts.

How we manage and store personal information

We store personal information securely, both electronically and on paper. Electronic data is protected with two-factor authentication, and paper records are kept in locked storage.

We only transfer personal information overseas if:

the person agrees,
it’s required by law,
it’s necessary to prevent serious harm
the overseas recipient follows similar privacy rules.

Accessing and correcting your information

You can ask to see or correct your personal information if it’s wrong or outdated. Contact our Information Privacy Coordinator by email, phone or post.

What to do if you are unhappy with a decision about your personal information

If you think we’ve mishandled your personal information, you can make a complaint. We’ll respond within 14 days and aim to resolve it within 45 business days. If you’re not satisfied, you can contact the Office of the Information Commissioner.

How to contact us

You can:

Email rti&ip@ewoq.com.au
Phone 1800 662 837
Post: Information Privacy Coordinator
Energy and Water Ombudsman Queensland
PO Box 3640
SOUTH BRISBANE BC QLD 4101