Independent review

EWOQ operates according to the Energy and Water Ombudsman Act 2006 and as a member of the Australia and New Zealand Energy Ombudsman Association must periodically commission an independent review of our complaint handling service and the operations of the office in accordance with the Benchmarks for Industry Based Customer Dispute Resolution.

The review considers:

  • the office’s progress towards meeting the Benchmarks for Industry-based Customer Dispute Resolution;
  • whether the scope of the office is appropriate;
  • participating organisations and complainant satisfaction with the office;
  • assessing whether the dispute resolution process used by the office are just and reasonable;
  • the degree of equitable access to the office; and
  • the effectiveness of the statute or other document establishing the office, its jurisdiction, functions, rules and procedures.

The Independent review provides the Chair of our Advisory Council with the findings of the review and recommendations for areas for improvement. This advice helps inform future improvement activities. 

2025 review of EWOQ scheme

EWOQ is preparing for the 2025 Independent Review. This review will consider complaint handling service and the operations of the office in accordance with the Benchmarks for Industry Based Customer Dispute Resolution.

In addition, EWOQ has agreed with the Officer of Australian Information Commission to broaden the scope of this review to include requirements under Parts 2, 3 & 4 of the Guideline to demonstrate EWOQ meets requirements for EDR scheme recognition under the Privacy Act 1988.

Past reviews

2020 review of EWOQ scheme

In 2020, the Energy and Water Ombudsman Queensland were independently reviewed by cameron. ralph. khoury to understand how well we’re performing against the Benchmarks for industry-based customer dispute resolution.

The review found that ‘EWOQ operates with independence, fairly and impartially. It provides an accessible service that is accountable and transparent. EWOQ is, in our view, an effective ombudsman scheme’.

The final report(PDF, 3MB) outlines recommendations to continue to improve our service. A number of these recommendations align with initiatives we are already undertaking or plan to do soon in the future, as noted in our response to these recommendations(PDF, 967KB).

2014 review of EWOQ scheme

In August 2012, the Ombudsman recommended that the Advisory Council conduct an independent review in 2013.

The Council appointed independent reviewer, The Consultancy Bureau (TCB), to assess EWOQ’s success in achieving the main purpose of the Energy and Water Ombudsman Act 2006.

TCB started the review in July 2013 and the Council approved the final report(PDF, 1020KB) on 23 January 2014.

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