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. The Energy and Water Ombudsman Queensland (EWOQ) remains concerned about the affordability of energy and keeping Queenslanders connected.

The Australian Energy Regulator (AER) released their Retail energy market performance update for October–December 2025 in April 2026. The report shows that 37,122 residential Queensland electricity customers are in hardship programs with their energy providers. This has doubled compared to the same period in the 2024–25 financial year.

EWOQ closed a total of 2,680 cases in the January to March 2026 quarter, an increase of 29% compared to the same time last year. Compared to the previous quarter the biggest increases in complaint types we saw were on billing (up by 21%) and credit issues (up by 9%). 

Jane Pires, Queensland’s Energy and Water Ombudsman, says her main concern is ensuring Queenslanders are getting the assistance they need.

‘The increase in our complaint numbers and of Queenslanders in hardship programs shows just how tough cost-of-living is right now. However, the silver lining is that these Queenslanders are doing the right thing and getting help through these hardship programs. What concerns me, is the unknown number of Queenslanders who might be struggling in silence.’

Ms Pires is putting the call out to all Queenslanders experiencing financial hardship to get in contact with their energy providers.

‘Please don’t be scared to speak to your provider when you’re struggling with bills. Providers are here to keep you connected and should only ever use disconnection as a last resort. Providers can help you by offering payment plans, hardship programs and checking if you’re eligible for any rebates or concessions.’

Ms Pires also highlights that EWOQ is here for those customers who are unhappy with their providers.

‘If you’ve contacted your provider about your financial hardship and haven’t received the support you need, you can contact us. We can work with you and your provider to negotiate an affordable payment plan and other assistance options.’

Find out more about assistance with payments and defaults.

Make a complaint online or call 1800 662 837.