Commitment: Our customers
We resolve complaints efficiently and effectively, communicating meaningfully and building trust with our customers. If we can’t help, we explain why and suggest who can.
- We deliver fair outcomes for consumers and businesses, providing answers and solutions which are fair for all parties.
- We listen and respect our customers to build and maintain their trust.
- We will ensure our teams have the skills and capacity to resolve a wide range of problems for our customers.
Measure of success | Achievements 2019-2020 |
Resolve complaints quickly and efficiently – closing 80% within 28 days and 90% within 60 days. | - 79% cases closed in less than 28 days
- 96% cases closed in less than 60 days
|
Continue to focus on quality and customer service to ensure a sense of confidence in our service so our customers and members feel our answers are fair and reasonable irrespective of the outcome for them. | - more than 450 cases assessed through quality assurance assessment cycles
- regular reviews of performance-related case data considered and discussed within each region and team meetings
- feedback from customers and scheme participants considered and responded to, as required
- section 22 reviews conducted as required, with 37 section 22 letters
sent to customers advising that no further investigation will be undertaken - appeal reviews conducted as required, with 3 appeal reviews undertaken to section 22 decisions (all appeal reviews confirmed)
|
Engage with our customers, members and other stakeholders to understand their problems, needs and expectations and deliver solutions that respond to these. | - received 13 customer complaints about our service, with 5 complaints resulting in further action and 8 complaints resulting in no further action
- referred 902 cases to other organisations (with whom we have
memoranda of understanding) where matters fell within the jurisdiction
of other government authorities - total of 1983 monetary outcomes (worth $878,849) negotiated for customers, including 401 billing adjustments ($352,205) and 963 goodwill gestures obtained ($243,462)
- 6 new scheme participants approved and welcomed as members
- completed compliance audit to ensure scheme participants include our contact details on their websites and disconnection notices
|
Deliver a high standard of service to all our customers irrespective of their location or how they chose to engage with us. | - completed a customer satisfaction survey, with 87% of surveyed customers stating that they would recommend EWOQ to others
- introduced monthly Voice of the Customer surveying
- received 59 compliments from customers about the service provided
by our team members - feedback from scheme participants considered and service improvements implemented, as required
- no allegations of failure to afford procedural fairness were made by
scheme participants
|
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.
