Complaints we can help with
EWOQ helps Queenslanders work out problems with their electricity, gas and water providers.
However, there are some complaints we can’t help with because other organisations help with those. Here you’ll find a list of complaints we can and can’t help you with.
There are also other complaint bodies in Queensland and Australia that may be able to help you.
Complaints we can help you with
- Billing issues, including high bills, delayed or late bills, errors, estimated meter readings, rebates and concessions, tariffs and refunds
- Bursts, leaks, blockages and overflows, such as excess water charges from an undetected leak, damage or loss, action taken or not taken about blockages and overflows
- Contract issues, including changing providers, cancellations, cooling-off periods (but not disputes about contract terms and conditions, such as pricing, fees and charges, etc.)
- Customer service, including incorrect or misleading information, unprofessional behaviour, privacy breaches, lack of contact or communication
- Damages and loss – first submit and complete the claim process with your retailer
- Default listings, including compliance with the Credit Reporting Code for defaults listed after 1 January 2016
- Disconnection issues
- Marketing, such as misleading or incorrect information, problems with their telemarketers or salespeople
- New and existing connection problems
- Payment difficulties, including payment plans, debt collectors, credit issues, default listings
- Supply quality and reliability, including planned and unplanned outages
- Vegetation management, including tree pruning or clearing near powerlines, and maintenance obligations and responsibilities
Complaints we can’t help you with
We can’t help with complaints about:
- your provider if you haven’t contacted them first to try to fix the problem
- a problem if it’s been more than 12 months since you became aware of it
- problems the Ombudsman considers frivolous or vexatious
- decisions the Ombudsman or a legal proceeding has already made
- problems the Australian Energy Regulator or Queensland Competition Authority help with.
There are many problems that we can’t help with but someone else can. Find out who to contact about these:
- Electricity use by small businesses customers of more than 160 megawatt hours per year – contact your retailer
- Air conditioners, hot water systems and home electrician services, solar systems offered by electricity retailers – contact the Office of Fair Trading
- The price of energy or other costs, including your contribution to capital works
- Electricity on-selling – contact the Office of Fair Trading if you live in an apartment or residential complex and received a bill for electricity that doesn’t have a National Meter Identifier (NMI) or you receive it from your body corporate. (Note: The rules for embedded networks are changing. Read more about upcoming changes.)
- Gas use of more than 1 terajoule per year – contact your retailer
- Bottled LPG (liquefied petroleum gas) – contact the Office of Fair Trading
- Bulk hot water – contact the Office of Fair Trading if you live in an apartment or residential complex and receive a bill for the amount of hot water you use (which may be called bulk hot water) and have a complaint about this bill
- Water complaints outside City of Gold Coast, Logan City Council, Redland City Council, Queensland Urban Utilities or Unitywater – contact Queensland Ombudsman
- Large water customers (use of more than 100 kilolitres per year) – contact your retailer
- Metered standpipes, raw water supplies, trade waste, stormwater harvesting or standalone recycled water – contact your retailer
- Water bills from body corporate – contact your body corporate or, if unresolved, the Office of the Commissioner of Body Corporate and Community Management if you live in an apartment or residential complex and get a bill for water from your body corporate. (Note: The rules for embedded networks are changing. Read more about upcoming changes .)
- Bill from your landlord – contact the Residential Tenancies Authority if you’re a tenant and get a bill from your landlord
Other issues we can’t help with
- Capital contributions – contact the Australian Energy Regulator if you’re building a new home and need to pay for power to the site, and have a complaint about this cost or the quote.
- Carbon tax – contact the Australian Competition and Consumer Commission if you have a high electricity bill due to carbon tax
- Default listings more than 12 months after you become aware of it – contact Office of the Australian Information Commissioner
- Retirement villages and caravan parks – contact the Australian Energy Regulator if you pay for your electricity or gas through your rent or site fees.
- Solar installation – contact the Office of Fair Trading if you:
- believe your solar panels are faulty
- were misled about how much electricity your solar system could generate
- have paid for a solar system and haven’t received it in reasonable time.
Also see other complaint-handling bodies.