Our customers

At a glance

The majority of our customers are based in South East Queensland, with 86 per cent of complaints coming from the 11 local government areas within this region. Residential customers make up 95 per cent of our cases with most preferring to make their complaint by phone (59 per cent). Online complaints submitted through our website and email continue to grow in popularity.

Top 10 locations of our customers

Local Government Area%No. of cases
Brisbane City Council 30.4%1,053
City of Gold Coast16.5%555
Moreton Bay Regional Council11.2%376
Logan City Council6.7%225
Sunshine Coast Regional Council 6.5%218
Ipswich City Council 5.4%182
Redland City Council 3.7%123
Fraser Coast Regional Council2.6%86
Noosa Shire Council2.2%74
Cairns Regional Council2.0%66

Location figures are based on the incident address and exclude non-residential complaints, and residential complaints where the customer did not disclose a Queensland suburb or postcode or was from interstate or overseas.

For complaints where an incident address was provided, 86 per cent were from South East Queensland, which includes the local government areas of Brisbane, Gold Coast, Ipswich, Lockyer Valley, Logan, Moreton Bay, Noosa, Redlands, Scenic Rim, Somerset and Sunshine Coast.

Who contacted us?

  • Residential 95.4%
  • Small business 4.5%
  • Government 0.1%

Contact method

How customers contacted EWOQ in 2020-21
Phone59.3% (3,597)
Website26.9% (1,629)
Email9.8% (595)
Web chat3.4% (204)
Other*0.6%

* Other includes Facebook, fax, in-person and letter

See the official copy of the 2020-21 annual report, as tabled in the Legislative Assembly of Queensland, on the Queensland Parliament's tabled papers website.