Record number struggling with energy and water services

Published on 29 April 2024

As Queenslanders continue to feel the pressures of increased costs across many basic household needs, a record number of residents and small businesses are reaching out to the Energy and Water Ombudsman Queensland (EWOQ) for help.

We closed a total of 2,824 cases in the January to March quarter, our highest quarter in more than 5 years. This peak comes after a period of sustained high volumes of complaints, with a total of 11,060 cases closed in the 12 months to March 2024, an increase of 56% on the year before.

While billing continues to be the primary category for complaint type at 65.9% of cases closed, this quarter we have seen a significant increase in complaints relating to customer service, rising to 21.2% of complaints closed up from 8.9% in the December quarter. These complaints are primarily about poor customer service, with an increase of 687.2% compared to the previous quarter. We are working with our scheme participants to better understand how we can provide support and ensure consumers are getting a fair outcome from the outset.

Jane Pires, the Energy and Water Ombudsman for Queensland, says help is available for those who need some support.

‘Contacting your provider is your first and best option as they can confirm the accuracy of your bill, make adjustments and talk with you about their hardship programs. Some of the help they can offer include payment plans and extensions. There are also a range of rebates and concessions available that your provider can check your eligibility for,’ says Ms Pires.

If a customer is unhappy with the response they receive from their energy and water provider, they can contact EWOQ for support.

EWOQ provides a free, fair and independent dispute resolution service for unresolved complaints with electricity and gas providers across Queensland and water suppliers in South-East Queensland. For more information visit ewoq.com.au or call 1800 662 837.