Our Reconciliation Action Plan
One of our greatest achievements in 2019-2020 was launching our second Reconciliation Action Plan — our Innovate RAP — which outlines our commitments towards reconciliation for the next two years.
Our reconciliation journey
As a free, fair and independent dispute resolution service, we’re passionate about creating equal opportunities for all, and a culture of respect and understanding for Aboriginal and Torres Strait Islander peoples.
Our first reconciliation action plan—our Reflect RAP— launched in October 2018. This 12-month plan outlined how we would engage, strengthen and maintain our relationships with Aboriginal and Torres Strait Islander communities.
The Reflect RAP gave us amazing opportunities to turn our good intentions into real actions. We helped Aboriginal and Torres Strait Islander consumers understand that it’s okay to complain if they have a problem with their electricity, gas or water providers – and that their complaints should be treated respectfully.
We expanded our Aboriginal and Torres Strait Islander outreach program and learned more about the needs and challenges of electricity supply in remote communities and energy and water issues affecting Aboriginal and Torres Strait Islander consumers broadly.
Continuing the conversation
The aim of our Innovate RAP is to continue the conversation started by our Reflect RAP to create positive change for Aboriginal and Torres Strait Islander peoples both within EWOQ and in the communities we assist across Queensland.
As part of our commitment to reconciliation over the next two years, we’ll:
- continue our community outreach to strengthen and grow our networks and partnerships
- develop and maintain relationships within the communities we serve to help Aboriginal and Torres Strait Islander peoples become confident and informed consumers
- provide a service with manners, respect and courtesy by observing cultural protocols and participating in cultural learning.
Through our reconciliation journey, we are fostering professional and community partnerships to strengthen our connections with Aboriginal and Torres Strait Islander communities and stakeholders across Queensland.
Our partnerships include:
- Australian and New Zealand Ombudsman Association (ANZOA) Indigenous Engagement Interest Group
- Thriving Communities Partnership
- Far North Queensland Indigenous Consumer Taskforce.
How many Aboriginal and Torres Strait Islander consumers complain?
330 cases closed for customers identifying as Aboriginal, Torres Strait Islander or both.
By comparison, for complaints where the customer did not identify as Aboriginal or Torres Strait Islander, 52 per cent were about billing and 17 per cent about credit in 2019-2020.
Billing = high or disputed bills, metering faults, billing errors, rebates and concessions.
Credit = payment difficulties, hardship and disconnections.
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.