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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EWOQ customer survey 2019

We are currently running a survey to get feedback from customers who’ve used EWOQ services over the last 12 months.

We’re seeking feedback from customers who’ve had a complaint either:

  • referred by EWOQ to a higher level within their original energy, water or gas supplier
  • independently reviewed by EWOQ.

The survey will run from late November to December 2019.

If you’re invited to take part, we’d love your feedback and encourage you to participate.

How you’ll be invited

Customers will receive an email or phone call inviting them to take part in the survey (depending on the contact method you had with EWOQ during your complaint).

The survey should take no more than:

  • 10 minutes on the phone
  • 8–10 minutes online via a link.

How your feedback helps

This survey is completely voluntary and you’re under no obligation to participate.

However, your feedback will help us improve our services to customers who’ve had difficulties with energy, water and gas supply companies in Queensland.

Specifically, it may improve:

  • how we handle complaints
  • the processes of energy, water and gas supply companies (as we’ll pass on any significant findings to these companies)
  • the information we give customers about our complaints proces
  • our skills in talking with customers about their complaint
  • the extent that we consider all relevant information in cases.

Anonymity and confidentiality

Any feedback you provide in the survey is strictly confidential—no individuals are identified.

To ensure that EWOQ can’t identify your feedback, independent researchers Schottler Consulting Pty Ltd, and their field company Q&A, are collecting feedback on our behalf.

Therefore, we encourage you to provide open and honest feedback.

The independent researchers will report only overall trends and provide those to us.

They will check any comments you make in the survey to ensure we can’t identify you or your case details. This ensures complete confidentiality.

Withdrawing from the survey

To withdraw from the survey, email feedback@ewoq.com.au by 20 November 2019.

After this date, just tell the independent researchers that you’d like to withdraw if they contact you by email or phone.

If you believe that taking part in the survey may negatively affect you or your family (e.g. you may feel upset about the financial difficulties associated with the shock of a large electricity bill), you may wish to withdraw from the survey.

If you’re still having difficulties, please consider contacting Lifeline on 13 11 14 or visit the Lifeline website for support.

Publishing the results

We may publish some survey results on the EWOQ website up to or around mid-2020. To stay informed about this, check the website again around July 2020.

Thank you for taking time to read about this survey. We sincerely appreciate your feedback.

More information