New technology is changing the way Queenslanders make complaints

Published on 29 October 2026

Energy and water complaints remained fairly stable in the first quarter of the financial year, with a small decrease in case numbers. However, the Energy and Water Ombudsman Queensland (EWOQ) is seeing more complaints escalate to investigation as new technologies change the way customers prepare and support their complaints.

EWOQ closed 2,483 cases between July and September 2026. This is a decrease of 10.1% from the previous quarter. 

‘Although we saw a decrease in cases, we’re seeing more complaints escalate to investigation,’ says Angela Arico, Acting Energy and Water Ombudsman for Queensland.

Investigations are EWOQ’s most complex and time-consuming cases and can escalate through 3 levels. Investigations increased by 29% in 2025–26 compared to the previous year. A Level 3 investigation took 9.7 hours to resolve on average.

Many investigations involve billing issues, including high bills and estimated bills.

‘Technology is giving customers access to more information about their energy and water services than ever before, and more tools to help prepare a complaint,’ says Ms Arico.

‘Smart meters can provide detailed usage data that helps customers understand what happened. At the same time, the amount of information available has increased a lot. Data recorded every 15 minutes can create large files that take time to review and understand.’

EWOQ is also seeing more complaints prepared using artificial intelligence (AI) tools.

‘AI can be a great tool for customers who need support preparing a complaint or organising information,’ says Ms Arico.

‘However, customers don't need to quote legislation, industry rules or codes for us to understand their complaint. Complaints prepared using AI can sometimes include information that isn't relevant to the issue or references that don't apply to the customer's circumstances.

‘The best way to get an answer is to focus on the key information. Tell us what happened, when it happened and how it affected you. Tell us what you've done to resolve the issue with your provider and how they responded. Then tell us what outcome you're seeking.

‘Our service is designed to be easy to access for every Queenslander. We're here to listen and help work toward a resolution.’

EWOQ has shared advice on how to make an effective energy or water complaint. The article explains the information customers should include when making a complaint and can also be used when drafting prompts for AI tools.

Have an unresolved problem with your energy or water provider? Make a complaint online or call 1800 662 837.