Energy and Water Ombudsman Queensland has highest number of cases in a decade

With the highest number of complaints lodged since 2014, over 11,000 Queenslanders reached out to the Energy and Water Ombudsman (EWOQ) in the past year for help with their energy and water issues.

EWOQ’s 2023-24 Annual Report sheds light on the significant challenges faced by households across the state as living costs continue to rise.

In 2023-24, EWOQ closed 11,169 cases, a 54% increase compared to the previous year. Energy and Water Ombudsman Jane Pires noted, ‘Demand for our service was much higher than usual, driven by the economic pressures felt by Queenslanders and the transition issues faced by some providers as they replaced and embedded new billing systems.’

Billing issues dominated the complaints, making up 70% of all cases. This includes issues such as high bills, estimated bills and billing errors. Customer service complaints also surged by 166%, reflecting widespread consumer frustration.

‘In addition to these issues we investigate a wide range of unresolved disputes between energy and water providers and their customers, including account errors, disconnections, supply quality and reliability or even water leaks, blockages and spills,’ Ms Pires said.

When a customer contacts EWOQ, the case will be assessed and referred to a higher level or investigated.

We negotiated a total of $816,632 worth of outcomes for customers this year. The top three results were billing adjustments at $264,544, goodwill gestures from energy and water providers, which totaled $230,017 and refunds of $202,113 were processed.

‘With energy prices rising over the last year, this dramatic increase in complaints did not come as a shock to the EWOQ team,’ said Ms Pires. ‘Fortunately, cost of living rebates were introduced, which supported Queenslanders with their bills, but many still needed help with hardship support and avoiding disconnection.’

More people from outside South East Queensland contacted us this year compared to previous years, in part due to the work we have been doing to raise awareness of our service.

‘We want all Queenslanders to know how we can support them,’ said Ms Pires. ‘If you experience supply issues, are worried about paying your energy or water bills, or are concerned that there has been an error, your first step should be to contact your energy or water provider. They can walk you through options for payment plans or extensions and if you’re eligible for any rebates or concessions.'

If a customer has contacted their provider and is not happy with the outcome or needs further support, they can contact us for free, fair and independent assistance by submitting a complaint online or calling 1800 662 837.