Performance against the strategic plan – Our service

Commitment: Our service

We provide a free, fair and independent dispute resolution service, which is evolving
with the changing landscape of our sector.

  • We strive to be agile and evolve with the changing landscape of our sector.
  • We embrace change and adapt to the emerging technologies and needs of our sector.
  • Our business is robust, accountable, efficient and effective.

Measure of success

Achievements 2019-2020

Monitor the number and nature of the complaints we receive to ensure our service evolves with changing technologies and consumer needs, while looking out for issues that may affect our business or customers.

  • discharged statutory responsibility, with operational delegations under the Energy and Water Ombudsman Act 2006 maintained
  • 7,621 cases closed, with 79% closed within 28 days

Continue to be financially and environ­mentally sustainable by improving our systems and processes, and ensuring they remain fair, fit for purpose and adaptable for the future.

  • provided financial reports to executive management group every month
  • monitored our compliance with dispute resolution framework, policies and procedures
  • maintained an Audit and Risk Management Committee, with four meetings held in 2019-2020
  • implemented an updated risk management framework
  • upgraded to Microsoft 365 enabling the team to work remotely in response to COVID-19

Develop solutions to enable connect­ing with our customers, communities, teams and others through a variety of digital means.

  • introduced SMS updates for case updates
  • launched a new mobile-optimised website
  • designed a member portal to be launched in early 2020-2021
  • cloud-based telephony system to be rolled out in early 2020-2021, including live chat on the website

Deliver our services within the required agreed response targets.

  • website available 99.8% of the time
  • 35 change requests implemented in Resolve case management system in 2019-2020

EWOQ 2023 and Digital Project completed on time and within agreed budget.

  • SMS successfully rolled out
  • case management system upgraded
  • electronic document and records management system implemented
  • website and intranet redeveloped
  • cloud-based telephony system ready to be rolled out in early 2020-2021
  • commissioned an independent review
  • completed customer satisfaction survey and implemented monthly Voice of the Customer surveying
  • future state project scoped to continue to enhance customer experience

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.