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.
Free call 1800 662 837 Complaints  |   Resources  |   Scheme Participants  |   Embedded Networks

Complaint statistics 2018-19

Total cases received per month 2018-19

Month  Total Cases
July 2018 820
August 2018 814
September 2018 734
October 2018 779
November 2018 728
December 2018 475
January 2019 730
February 2019 701
March 2019 722
April 2019 654
May 2019 762
June 2019 673
Total 8,591

 

Total cases closed - FYTD at 30 June 2019

Case issue Description Total

Billing

High/disputed bills, delays, errors, estimated accounts, fees & charges, rebates/concessions, tariff, meters, refunds etc. 3,232

Credit

Payment difficulties, disconnection, bad debt etc. 1,130
Customer service Failure to inform/respond, incorrect advice, poor attitude/service, privacy issues etc. 639
Land Impact of network assets, maintenance, vegetation management etc. 86
Marketing Conduct of energy marketers, misleading information, pressure, non-account holder signed up etc. 52
Provision Problems with new or existing energy connections etc. 732
Supply Quality of energy supply, damage/loss, outage etc. 151
Transfer Error in billing/transfer of account due to switching retailers, contract terms, delay in transfer, site ownership etc. 344
Other Customer issues that do not fall into the above categories 142
Referral Customer is referred to other organisation 1,057
General enquiry General enquiries for information 994
Total cases   8,559

Note: All case issues other than 'Referrals' and 'General enquiries' include a combination of 'Referral to Higher Levels', 'Refer back to suppliers', and 'Investigations'.

 

Total cases closed per month 2018-19

Month Total Cases
July 2018 835
August 2018 802
September 2018 756
October 2018 775
November 2018 722
December 2018 535
January 2019 681
February 2019 659
March 2019 697
April 2019 628
May 2019 732
June 2019 737
Total cases 8,559

See complaint statistics graphs