About EWOQ

Our priorities

We are committed to providing a high-quality, effective and confidential service for residential and small business customers who are unable to resolve issues with their electricity, gas or water supplier. With offices in Brisbane, Cairns and Rockhampton, we work directly with Queensland customers and suppliers to investigate and resolve disputes.

Providing Queenslanders an independent and effective way of resolving disputes with their energy and water suppliers.

These are the beliefs and philosophies that drive EWOQ. They are the principles that impact the employee experience we deliver as well as the relationship we develop with our customers, partners, and shareholders.

  • Respect
  • Integrity
  • Competency
  • Accountability
  • Excellence

The Energy and Water Ombudsman Queensland (EWOQ) was first established as the Energy Ombudsman Queensland (EOQ) on 1 July 2007, to provide a free, fair and independent dispute resolution service for small electricity and reticulated gas customers in Queensland. On 1 January 2011, EOQ became EWOQ as our jurisdiction expanded to also investigate disputes  about water suppliers in South East Queensland.

Our role, structure and strategic direction

Our primary functions are to:

  • receive, investigate and facilitate the resolution of disputes between Queensland’s small energy customers and small water customers in South East Queensland, and their energy and water retailers and distributors
  • promote our services throughout Queensland to those who may need our assistance
  • identify systemic issues arising from complaints received from our customers.

We achieve this through a process that is free, fair, independent, accessible, accountable, effective and efficient. We take into account the rights and responsibilities of customers and scheme participants under relevant legislation, codes and standards to achieve a fair and reasonable outcome.

EWOQ was established under the Energy and Water Ombudsman Act 2006 to provide for investigation and resolution of particular disputes involving energy and water suppliers.

The Energy and Water Ombudsman is not subject to direction from anyone, however, must consider the advice of the Advisory Council to the Energy and Water Ombudsman in performing certain functions under the Act.

The executive management group assists the Ombudsman in the stewardship of EWOQ.

Each year, we develop a four-year strategic plan that guides our work and confirms our vision for the office.

During 2019-2020, our key priorities included:

  • reviewing our scheme in terms of proposed legislative changes
  • proactively promoting our services to small energy and water customers
  • identifying systemic issues
  • redeveloping our website and intranet
  • upgrading our case management system
  • implementing an electronic document and records management system
  • undertaking a customer satisfaction survey and implementing monthly Voice of the Customer surveying
  • commissioning an independent review
  • reimagining our Indigenous artwork and launching our second Reconciliation Action Plan, the Innovate RAP.

Read a review of our performance against the strategic plan.

We continually review our business processes and customer service delivery to ensure we continue to deliver a timely, effective, independent and fair dispute resolution service to the people of Queensland.

In 2020-2021, our key projects include:

  • implementing a new cloud-based telephony system
  • introducing live chat on the new website
  • reviewing our dispute resolution process to continuously improve customer experience
  • improving our stakeholder engagement and community outreach programs
  • contributing to public policy through insights and submissions
  • continuing preparations to expand our services in the energy market, including embedded network customers.

View this section as a PDF

See the official copy of the 2019-20 annual report, as tabled in the Legislative Assembly of Queensland, on the Queensland Parliament's tabled papers website.