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.
- Everyone who needs our help knows 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 2020-21 |
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 12 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 6 ANZOA member and executive meetings
- team members attended ANZOA interest group meetings every quarter
- published the annual report
- 2% increase in website sessions
- 11 electronic newsletters published
- published case studies on our website
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Provide regular information to help our stakeholders and members understand the nature of issues that customers are experiencing and help them
resolve these issues. | - maintained networks with scheme participants to proactively identify potential systemic issues
- 80 systemic issue 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
- four briefings prepared for Advisory Council
- complaint statistics updated monthly on website and Queensland Government open data portal
- case data reports provided to scheme participants with financial reconciliations
- reports delivered to regulators as required
- acknowledged media inquiries within 24 hours of receipt and responded to 100% within required timeframes
- environmental scanning undertaken regularly 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 via various in-person and digital
means. | - team members attended 306 stakeholder events and 124 community outreach events
- expanded our social media presence on Facebook, LinkedIn and Twitter by 10.6%, with 1,175 total followers and a total reach of 145,081
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Increase awareness of our scheme and remove perceived barriers to entry.
| - continued our reconciliation journey by progressing the actions of our Innovate Reconciliation Action Plan
- published multimedia content on our website with a video explaining
the complaints process
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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.
