Customer satisfaction research

At EWOQ we conduct customer surveys to improve our services to customers who’ve had difficulties with electricity, gas and water providers in Queensland.

 We ask for feedback on our service to improve:

  • the information we give to customers about our complaints process
  • our helpfulness and skills in talking with customers about their complaint
  • how we communicate with customers
  • our consideration of case information.

How we survey our customers

We email surveys to our customers who have contacted us with a problem that we've:

  • referred to a higher level with their electricity, gas or water provider
  • investigated, or
  • referred back to their electricity, gas or water provider.

We send customers an email inviting them to take part in the survey. If a customer wishes to opt-out of the survey they can do so by emailing feedback@ewoq.com.au or calling us on 1800 662 837.

Confidentiality and publishing the results

Any feedback provided is confidential and individuals are not identified.

We may publish summary survey results on this website, on social media, in our annual report or to other external parties. Any information we publish will not identify individual data and will only contain combined data.

Latest customer survey results

We survey our customers based on the Australian Government’s Benchmarks for industry-based customer dispute resolution.

These benchmarks focus on the 6 key attributes of effective dispute resolution services: accessibility, independence, fairness, accountability, efficiency and effectiveness.

Customers are asked a series of questions to rate how satisfied they are with our service based on each of the benchmarks.

For the 2023-24 financial year:

  • 88% were satisfied or very satisfied on our accessibility, or how easy it was to find us
  • 71% were satisfied with our independence as a service
  • 74% were satisfied with the fairness of the outcome of their complaint
  • 81% were satisfied with our accountability, including the knowledge and skills of our team
  • 71% were satisfied with our efficiency in resolving their complaint
  • 70% were satisfied with the overall experience – the effectiveness of our service.
Customer feedback on our service graph for 2023-24 results
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