Vulnerable customer experiences issues communicating with provider Published on 27 July 2026 A customer who was living with a disability was struggling with their energy bills. Because of their disability, they couldn't contact their provider via phone. They tried writing to their provider for help, but kept getting phone calls in return that they could not answer. Tagged as: , Customer stories
Queenslanders concerned with the cost of electricity Published on 27 July 2026 The ever-present cost-of-living pressures continue to weigh on Queenslanders. A recent energy survey for Queensland households highlights electricity bills a particular cost of concern for many. Tagged as: , EWOQ update
Energy and Water Ombudsman tenure to conclude in November 2026 Published on 09 July 2026 After a decade of service, Energy and Water Ombudsman for Queensland Jane Pires will conclude her appointment on 30 November 2026. Recruitment is underway for the next Ombudsman with applications closing 31 July 2026. Tagged as: , EWOQ update
Your energy rights in an embedded network Published on 01 July 2026 From 1 July 2026, new consumer protections are in place for people living in embedded networks across Queensland. Tagged as: , Consumer advice
Changes to bills and pricing information — what to prepare for now Published on 10 June 2026 Exempt sellers and embedded network operators need to prepare for new rules about billing and pricing. From 1 July 2026, many providers will need to give customers clearer information on their bills. Tagged as: , Industry news
Customer with medical equipment faces disconnection over a weekend Published on 26 May 2026 A customer had their electricity disconnected due to not making payments on their account. Their child had a condition which required powered medical equipment at home. They contacted their provider on a Friday but were told it would take until Monday to get reconnected. Here's how we helped. Tagged as: , Customer stories
New support requirements for customers experiencing family violence Published on 25 May 2026 Exempt sellers and embedded network operators will soon have new obligations to better support customers experiencing family violence. Tagged as: , Industry news
Energy affordability remains key issue for many Queenslanders Published on 06 May 2026 The constant increase of cost-of-living is an issue that weighs on many Queenslanders. EWOQ remains concerned about the affordability of energy and keeping Queenslanders connected. See our case statistics for the January to March 2026 quarter. Tagged as: , EWOQ update
Multiple power outages cause distress to retirement village customers Published on 23 April 2026 A customer lived in a retirement village where electricity is provided through an embedded network. The village recently had an expansion and welcomed more residents. Ever since, multiple power outages were experienced by the residents. Tagged as: , Customer stories
Multiple accounts cause billing chaos for customer Published on 20 March 2026 A customer and their partner recently moved house and settled the final electricity bill for their old house shortly after the move. Months later, they were contacted by their electricity provider stating they had an outstanding debt. Tagged as: , Customer stories