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, and provide answers and solutions which are fair for all parties.
- We listen to and respect our customers to build and maintain their trust.
- Our teams have the skills and capacity to resolve wide-ranging problems for our internal and external customers.
Measure of success | Achievements 2020-21 |
Resolve complaints quickly and efficiently – closing 80% within 28 days, 90% within 60 days and 95% within 90 days. | - 87% cases closed in less than 28 days
- 98% cases closed in less than 60 days
- 99% cases closed in less than 90 days
|
Continuously improve quality and customer service to
ensure customers and members have confidence in our
service, and feel our answers are fair and reasonable,
regardless of the outcome for them. | - more than 700 cases assessed through quality
assurance assessment cycles - regular reviews of performance-related case data
considered and discussed with the team - feedback from customers and scheme participants considered and responded to, as required
- section 22 reviews conducted as required, with 30 section 22 letters sent to customers advising that no further investigation will be undertaken
- appeal reviews conducted as required, with three appeal
reviews undertaken to section 22 decisions
|
Engage with our customers, members and other stakeholders to understand their problems, needs and expectations and deliver solutions that respond to these. | - seven customer complaints about our service received,
with one complaint resulting in further action and six
complaints resulting in no further action - referred 792 cases to other organisations (with whom we
have memoranda of understanding) where matters fell
within the jurisdiction of other government authorities - total of 1,505 monetary outcomes (worth $799,140) negotiated for customers, including 296 billing adjustments ($248,608) and 733 goodwill gestures obtained ($170,054)
- eight new scheme participants approved and welcomed
as members - compliance audit completed to ensure scheme participants include our contact details on their websites and disconnection notices
|
Provide a high standard of service to all our customers,
regardless of their location or how they choose to engage with us. | - completed regular voice of the customer surveying with
80.6% of surveyed customers between January to June
2021 stating that they would recommend EWOQ to others - received 114 compliments about our service and our team members from customers
- 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 2020-21 annual report, as tabled in the Legislative Assembly of Queensland, on the Queensland Parliament's tabled papers website.
