Commitment: Our connections
We create impact through our connections, raising awareness of our service among communities who may need us and providing value to our members and industry.
- We want everyone who needs our help to know we are here and how to contact us.
- We educate consumers about how we can help with energy and water issues.
- We collaborate with community groups who support our current and future customers.
- We connect and influence our stakeholders to improve outcomes for the sector.
Measure of success | Achievements 2019-2020 |
Share our insights and experiences with industry, community groups and government, to collaboratively improve the sector for all. | - engaged with government and regulators on policy issues and proposed legislation, with 8 submissions written and regular
meetings with jurisdictional regulators - participated in national and international Ombudsman networks, including attendance by the Ombudsman at 4 ANZEWON meetings and 3 ANZOA members’ meetings
- team members attended ANZOA interest group meetings every quarter
- published the annual report
- 8% increase in website sessions
- 9 electronic newsletters published
- published case studies on our website
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Regularly provide information to help our stakeholders and members understand the nature of issues customers are experiencing, and help them address these issues. | - maintained networks with scheme participants to proactively identify potential systemic issues
- 24 systemic issues notices issued
- systemic issues reports produced
- trend analysis of data and current and emerging issues conducted as required to identify potential systemic issues
- provided case data and trend analysis to scheme participants
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Provide 95% of reporting and data requests to industry, government and regulators within agreed timeframes. | - provided scheme participants regular reporting on scheme outcomes and performance within agreed timeframes
- annual report delivered within three months of the end of financial year
- 4 briefings prepared for Advisory Council
- complaint statistics updated monthly on website and Queensland Government open data portal
- billing reports provided to scheme participants with reconciliations
- reports delivered to regulators as required
- acknowledged media inquiries within 24 hours of receipt and responded to 100% within required timeframes
- environmental scanning completed weekly and provided to team members to ensure their awareness of sector updates
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Meet with communities across the state, connecting with them through a variety of in-person and digital means. | - team members attended 100 stakeholder events and 38 community outreach events
- positive feedback received from stakeholders following meetings and presentations
- expanded our social media presence on Facebook, LinkedIn and Twitter by 7%, with 953 total followers and a total reach of 129,743
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Explore ways to increase the awareness of our scheme and eliminate perceived barriers of entry.
| - reviewed our complaints processes to ensure we comply with Queensland’s new Human Rights Act 2019
- completed the actions and deliverables of the Reflect Reconciliation Action Plan, including publishing our Innovate Reconciliation Action Plan
- launched mobile-optimised website written in simple language and with page translation functionality in more than 100 languages
- 21 media mentions with publicity value of $676,954
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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.