Our vision, values and history

Our vision is to make a positive difference to Queenslanders in a changing energy and water environment.

Our values

Respect: We act and interact with honesty and integrity – manners, respect and courtesy are a given.

Integrity: Our actions are consistent with our words and we demonstrate our values through our actions.

Competency: We encourage each other and seek opportunities to learn as well as share our knowledge and ideas to continuously improve ourselves and our service.

Accountability: We are each accountable and responsible for our own work, attitude and behaviours.

Excellence: We strive to be the best we can be and work hard to deliver excellent service and quality results.

Our commitments

Our customers

  • We deliver fair and reasonable outcomes for consumers and members.
  • We listen to understand and respect our customers to build and maintain their trust.
  • Our teams have the skills to resolve wide-ranging problems for our internal and external customers.

Our people

  • We attract, develop and retain committed professionals who are motivated by our values.
  • We have an empowered, high-performing and resourceful team.
  • We build the capabilities of our people now and for the future.

Our service

  • We evolve with our changing environment.
  • We embrace change and adapt to emerging technologies.
  • Our business is accountable, efficient and effective.

Our connections

  • Everyone who needs our help knows who we are and how to contact us.
  • We inform providers and consumers on how we can help with energy and water issues.
  • We collaborate with organisations who support energy and water consumers.
  • We connect with and influence our stakeholders to improve outcomes for the sector.

Our history

1 July 2007: The Queensland Government established the Energy Ombudsman Queensland (EOQ) to provide a free and independent dispute resolution service for small electricity and reticulated gas customers in Queensland.

1 January 2011: EOQ became EWOQ and our jurisdiction was expanded to investigate complaints about water suppliers in South East Queensland.

1 January 2016: Our jurisdiction was expanded further to investigate privacy and credit reporting complaints.

28 February 2022: Exempt sellers operating in Queensland became eligible to join EWOQ and EWOQ's jurisdiction was expanded to investigate complaints from residential embedded network electricity customers.

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