Making a difference for Queenslanders: Our year in review
Published on 29 September 2025
At the Energy and Water Ombudsman Queensland (EWOQ), we’re here to help when things go wrong with your electricity, gas or water provider. Whether it’s a billing issue, a disconnection or trouble getting help from your provider, we’re your free, fair and independent dispute resolution service.
Our 2024–25 Annual Report is now available, and we’re proud to share how we’ve supported Queenslanders through a year of change, challenge and connection.
What we achieved in 2024–25
- We closed 9,581 cases, helping thousands of people resolve issues with their energy or water provider.
- We negotiated $933,861 in outcomes for customers. This includes refunds, billing adjustments, payment plans and more.
- We reached over 360,000 Queenslanders online, sharing important information about energy and water issues.
- We attended 27 community events across the state, including remote and First Nations communities.
- We launched a new website and live chat, making it easier to get help when you need it.
Your voice matters
We asked customers how we’re doing, and here’s what they told us:
- 80% were satisfied with their overall experience.
- 88% said our team was courteous, friendly and helpful.
- 78% would recommend EWOQ to others.
We’re always working to improve, and your feedback helps us do that.
Supporting communities
Many Queenslanders faced tough times this year, with rising living costs and unexpected bills. We also know that some people face extra challenges, whether it’s financial hardship, living in an embedded network (like a retirement village or apartment complex), or dealing with trauma.
At EWOQ, we’re here to help when you’re struggling to keep the lights on or pay your water bill. This year, we:
- Helped people sort out billing errors and high charges.
- Worked with providers to create fair payment plans and apply rebates.
- Supported families and small businesses to avoid disconnection.
- Resolved 536 complaints from customers in embedded networks.
- Visited communities like Palm Island, Doomadgee and Normanton to raise awareness.
- Assisted customers affected by domestic and family violence to reach fair outcomes.
Looking ahead
The energy sector is changing. Smart meters, new tariffs and renewable energy are just some of the things affecting Queenslanders. We’re here to make sure you understand your rights, get clear information and have access to support when you need it.
We’re also working with industry and government to raise standards and improve services for everyone.
Need help? We’re here for you
If you’re having trouble with your electricity, gas or water provider and can’t resolve it directly, contact us. We’ll listen, explain your options and help you reach a fair outcome.