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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Complaints statistics 2019-20

Total cases received per month 2019-20

Month

Total cases

July 2019

737

August 2019

732

September 2019

677

October 2019

748

November 2019

644

December 2019

-

January 2020

-

February 2020

-

March 2020

-

April 2020

-

May 2020

-

June 2020

-

TOTAL

3538

Total cases closed - FYTD at 30 November 2019

Case issue

Description

Total

Billing

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

1,404

Credit

Payment difficulties, disconnection, bad debt, etc.

490

Customer service

Failure to inform/respond, incorrect advice, poor attitude/service, privacy issues, etc

244

Land

Impact of network assets, maintenance, vegetation management, etc.

33

Marketing

Conduct of energy marketers, misleading information, pressure, non-account holder signed up, etc.

19

Provision

Problems with new or existing energy connections, etc.

286

Supply

Quality of energy supply, damage/loss, outage, etc.

72

Transfer

Error in billing/transfer of account due to switching retailers, contract terms, delay in transfer, site ownership, etc.

95

Other

Customer issues that do not fall into the above categories

53

Referral

Customer is referred to other organisation

398

General enquiry

General enquiries for information

380

Total cases

 

3,474

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 2019-20

Month

Total cases

July 2019

737

August 2019

672

September 2019

666

October 2019

692

November 2019

707

December 2019

-

January 2020

-

February 2020

-

March 2020

-

April 2020

-

May 2020

-

June 2020

-

TOTAL

3474

See our complaints statistics graphs (PDF, 96KB).