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 2020

EWOQ values feedback from our customers.

In 2020, we’re conducting surveys every month with 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 be conducted throughout 2020. 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 inviting them to take part in the survey.

This survey should take no more than 8–10 minutes to complete via a link in the email.

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 information we give customers about our complaints process
  • 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 from Schottler Consulting Pty Ltd are collecting the feedback on our behalf.

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

The independent researchers will report only overall trends and provide these 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

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 throughout 2020 and in our annual report later in 2020. 

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

More information