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

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

479

January 2020

-

February 2020

-

March 2020

-

April 2020

-

May 2020

-

June 2020

-

TOTAL

4017

Total cases closed - FYTD at 31 December 2019

Case issue

Description

Total

Billing

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

1634

Credit

Payment difficulties, disconnection, bad debt, etc.

595

Customer service

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

289

Land

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

40

Marketing

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

24

Provision

Problems with new or existing energy connections, etc.

328

Supply

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

89

Transfer

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

108

Other

Customer issues that do not fall into the above categories

65

Referral

Customer is referred to other organisation

447

General enquiry

General enquiries for information

424

Total cases

 

4,043

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

569

January 2020

-

February 2020

-

March 2020

-

April 2020

-

May 2020

-

June 2020

-

TOTAL

4,043

See our complaints statistics graphs (PDF, 98KB).