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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A message from the Ombudsman about COVID-19

At the Energy and Water Ombudsman Queensland, we are reviewing how we deliver our dispute resolution services based on evolving advice from the Australian Government and Queensland Health.

We are committed to continuing dispute resolution services for energy and water customers by phone and online. To ensure the health and safety of our customers and team members, we are not meeting with customers or stakeholders in-person at this time nor attending community outreach events until further notice.

Our team members and the community

The health and safety of our team members is our priority. To ensure we continue to provide a high-quality and timely service, we are preparing our team to work from home.

Brisbane-based team members will start transitioning to work from home from Monday 23 March. We continue to monitor the situation in Rockhampton and Cairns, and those team members will work from home as and when advice and circumstances change in those centres.

Our community outreach program is on hold for the foreseeable future. We will update our community events page when we know more about our attendance at events. In the meantime, we are looking at other ways to raise awareness of our services and help Queenslanders through this unprecedented public health emergency.

We’re here to help

We anticipate COVID-19 will have wide-reaching ramifications for Queensland consumers and are working with our scheme participants to support vulnerable customers as credit-related and customer service issues are experienced in the weeks and months ahead.

If you are having a problem with your energy or water provider that you have not been able to resolve with them, please call us on 1800 662 837 or use our online complaint form. Our service will continue to be available Monday to Friday from 8.30am to 5pm.

Affordability assistance

Energy and water companies have assistance programs for customers who are experiencing financial difficulty. Please contact your energy or water provider for information about their affordability programs.