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 Coast | 16.5% | 555 |
| Moreton Bay Regional Council | 11.2% | 376 |
| Logan City Council | 6.7% | 225 |
| Sunshine Coast Regional Council | 6.5% | 218 |
| Ipswich City Council | 5.4% | 182 |
| Redland City Council | 3.7% | 123 |
| Fraser Coast Regional Council | 2.6% | 86 |
| Noosa Shire Council | 2.2% | 74 |
| Cairns Regional Council | 2.0% | 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 | |
|---|---|
| Phone | 59.3% (3,597) |
| Website | 26.9% (1,629) |
| 9.8% (595) | |
| Web chat | 3.4% (204) |
| Other* | 0.6% |
* Other includes Facebook, fax, in-person and letter
Customer satisfaction
Find out more about our voice of the customer surveying.
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.