Summer bill shock and storm season expected to influence complaints
Published on 29 January 2026
Energy and water complaints remained steady at the end of 2025, with only a minimal decrease in case numbers. However, Jane Pires, the Energy Water Ombudsman for Queensland, warns we may see an increase over the coming months due to the storm and summer seasons.
The Energy and Water Ombudsman Queensland (EWOQ) closed a total of 2,383 cases in the October to December quarter of 2025. This was a decrease of 7.6% compared to the previous quarter but an increase of 10.9% compared to the same period last year.
‘We typically see a seasonal decrease in complaints in the October to December period. However, when we enter the new year, we usually see an uptick in complaints as summer consumption bills are rolled out,’ says Jane Pires.
Customers often experience high bill shock during and after the summer months. As more people are home during the holiday period and more energy and water is used to stay cool, bills are often higher than usual.
However, Ms Pires warns the typical summer high bill shock might not be the only driver of higher complaint numbers.
‘We’re in the middle of storm season in Queensland. We’ve already seen severe weather and flooding affect our communities this year. Not only does severe weather potentially drive complaints about power outages, but customers may also struggle to pay energy and water bills. Casual workers may miss out on shifts if they can’t make it to work, small businesses might experience loss of income due to forced closures or homeowners might also be footing bills on property damage due to storms or flooding.’
We encourage everybody who is struggling with their bills to contact their energy or water provider. Providers can discuss your payment options with you and what payment assistance you may be eligible for.
‘Energy and water providers can help you by setting up payment plans and checking if you’re eligible for any other payment rebates or concessions. For example, Queenslanders impacted by severe weather may find they’re eligible for the Home Energy Emergency Assistance Scheme (HEEAS)’, says Ms Pires.
HEEAS is a one-off payment towards home energy bills provided by the Queensland Government. The scheme is for eligible Queensland households who are struggling to pay their energy bills due to an unforeseen emergency or short-term financial crisis and can be accessed once every 2 years.
If a customer has contacted their provider for support and is unhappy with the outcome, they can contact EWOQ for assistance. 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.
Find out more about payment assistance for bills.
Make a complaint online or call 1800 662 837.