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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Support for customers impacted by COVID-19

COVID-19 is having an impact on all areas of our lives. For some people, it will affect their ability to earn a living and pay their bills.

To support you in these uncertain times, we’ve put together some information on assistance available for energy and water customers.

Government support

Household relief package

The Queensland Government has announced a $300 million household relief package that will give Queensland households $200 off their utility bills.

You don’t have to do anything to receive the rebate—it’ll be credited to your electricity bill automatically.

Read more about the household relief package.

Existing concessions and rebates

You may be eligible for a concession or rebate:

Energy provider assistance

All energy providers have existing payment assistance options for people struggling to pay their electricity bills (often known as hardship programs).

If you’re experiencing financial difficulty and having trouble paying a bill, call your electricity or gas company first to discuss how they can help.

The energy industry has responded to COVID-19 with commitments to customers experiencing hardship:

During the COVID-19 crisis, the AER expects energy businesses to:

  • offer all households and small businesses in financial stress a payment plan or hardship arrangement
  • not disconnect customers in financial stress without their agreement before 31 July 2020 and potentially beyond
  • defer referring any customer to a debt collection agency for recovery actions or credit default listing until at least 31 July 2020
  • waive any fees for disconnection, re-connection and contract break for small businesses that have ceased operation, and daily supply charges to retailers, during any disconnection period, until at least 31 July 2020.

The Energy Charter has released a list of COVID-19 customer resources (PDF, 187KB) for further resources and support.

Water provider assistance

Water providers should also be able to assist you with payment plans or extensions.

Contact your provider for more information:

Critical works during COVID-19

Critical electricity and gas works are still happening to ensure the lights stay on and gas keeps flowing during the pandemic crisis. This fact sheet by Energy Networks Australia outlines what critical works are, what they mean for customers and why they will continue during this pandemic. 

How EWOQ can help

Contact your energy or water provider first if you will have trouble paying your bill or have any other issue.

If you’re unhappy with their response or they can’t help you, contact us to make a complaint:

We can’t discuss complaints in person at this time, as our team is working from home.