Make a complaint

This page will guide you through the process of making a complaint to us if you've got an unresolved issue with your electricity, gas or water provider.

Making a complaint

The Energy and Water Ombudsman Queensland is a free, fair and independent dispute resolution service. Our job is to help Queensland consumers and small businesses get a fair outcome when they haven’t been able to resolve an issue with their energy or water provider. 

We can help with a range of issues, however you should be aware that there are some complaints we can't help with. Make sure you check that your complaint is something we can help you with.

If you need more support, or your complaint is outside our jurisdiction, you can access other complaint handling services.

Before you contact us

Before we can get involved, you need to give your provider a chance to fix the problem. Most customers solve their problem quickly by discussing it with their provider. 

 When you contact them you should:

  • read their dispute resolution process—if it’s not on their website, you can ask them for a copy 
  •  write notes about your conversation with them 
  •  clearly and respectfully explain the problem and how you’d like them to fix it
  •  give them time to check the problem and get back to you with a decision. 

If you’re unhappy with their decision, they should tell you how to request a review or appeal.

If your provider doesn’t fix the problem and it’s something we can help with, you can make a complaint with us.

We encourage you to:

Read about the most common complaints we receive and how we have helped others with their issues.

Start your complaint

 

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