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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Administrative access scheme

The administrative access scheme allows people to be given access to information through a streamlined process. It is an easier and quicker process than the formal right to information (RTI) or information privacy (IP) application process. Where possible EWOQ will release information under its administrative access scheme.

Anyone can apply for information however there is no guarantee that access will be given. In most cases the administrative access scheme is used for applicants who require access to their own personal information.

There is no ability to seek a review of an access decision made under this scheme however, applicants that are dissatisfied with such decisions may complain through the EWOQ complaint process.

Administrative access scheme fees and charges

There is no application fee associated with making a request however, EWOQ reserves the right to impose fees to reproduce or provide access to the information.

Information which may be accessed

Customers can apply for administrative access to copies of the following documents:

  • all documents supplied by them to EWOQ
  • all documents sent to them by EWOQ
  • documents which are publicly available.

All other documents held by EWOQ cannot be accessed administratively.

Exempt information

Information that is exempt under this scheme includes:

  • information release that is prohibited under law
  • information relating to a current investigation or prosecution (not closed) or other law enforcement activity
  • information that is subject to legal professional privilege
  • information relating to a current dispute resolution (conciliation) case except where the applicant is a party to the dispute or acting on behalf of a party to the dispute.

Administrative access applications

Applications can be made in writing, by email, in person or over the phone. Requests must include the applicant's full name, signature, contact details and provide details about the information that is being requested. All written requests must be signed and email requests must include a scanned attachment containing the applicant's signature.

EWOQ is committed to protecting the privacy of its client's information and only releases information where it is authorised to do so. To ensure that only authorised people receive information EWOQ will ask you a series of questions to verify your identity (verbal requests).

EWOQ may refuse to deal with an application that does not meet these requirements or is unreasonable (e.g. very large amounts of information or asks for information previously provided).

More information

Right to Information & Information Privacy Coordinator
Energy and Water Ombudsman Queensland
PO Box 3640
South Brisbane BC  Qld  4101
Freecall: 1800 662 837
Fax: 07 3087 9477
Email: rti&