Supporting Queenslanders: Our Annual Report

Published on 29 September 2026

The Energy and Water Ombudsman Queensland (EWOQ) is your free, fair and independent dispute resolution service. When you’re having problems with your electricity, gas or water provider, we’re here to help. Whether it’s a disagreement over a bill, poor customer service, issues with your supply or other problems, we’re here to support you get to a fair outcome.

Our 2025–26 Annual Report is now available. We’ve been honoured to support Queenslanders through the year as we all deal with cost-of-living pressures.

What we achieved in 2025–26

We closed 10,406 cases, helping over ten thousand people resolve issues with their energy or water provider.
We negotiated $1,272,944 in outcomes for customers. This includes refunds, billing adjustments, fee waivers and more.
We received 7.5 million impressions from Queenslanders online, raising awareness of our service and sharing information on navigating energy and water issues.
We attended 18 community events across the state, from Logan in South East Queensland to Cooktown in Far North Queensland.
Developed a Stretch Reconciliation Action Plan, making reconciliation a part of our day-to-day work.

Your voice matters

We asked customers how satisfied they were with our service, and here’s what they told us:

84% satisfaction with our service overall.
85% satisfaction with our understanding of the complaint and consideration of customer needs.
86% satisfaction with how we explained our role and the process we follow.

We value feedback so we can keep improving what we’re doing.

Supporting communities

Cost-of-living pressures continued to weigh down on Queenslanders this year, with energy and water bills a significant cost to many households and small businesses. Keeping the lights on and the water flowing is essential to our wellbeing.

At EWOQ, we’re here to help with small and big issues. This year, we:

Worked with providers to negotiate affordable payment plans for customers.
Helped sort disputes over billing errors and charges.
Supported people to avoid disconnection or get reconnected as soon as possible.
Resolved 475 complaints from customers in embedded networks.
Delivered community assistance events to Logan, West End, Chermside, Atherton, Mossman and Innisfail. These days brought together a range of community organisations people could turn to for help.

Looking ahead

The energy sector continues to change at a rapid pace. We’ll continue to support customer protections through working with industry on improving standards and influencing government policy.

We’re always here to help Queenslanders understand their rights and access the support they need.

Need help? We're here for you

If you’re having trouble with your electricity, gas or water provider and can’t resolve it, contact us. We’ll listen, explain your options and help you reach a fair outcome.