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

Measure of success

Achievements 2020-21

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
  • 6,064 cases closed, with 87% 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 the 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 2020-21
  • implemented a new governance framework
  • actioned the recommendations from the Independent
    Review (conducted in 2019-20)

Develop solutions to enable us to connect with our customers, communities, teams and others through a variety of digital channels.

  • launched a new cloud-based telephony system
  • introduced web chat on the website
  • launched a member portal
  • added compliments and complaints functionality in our case management system
  • introduced additional functionality in our case management system
    to streamline and improve right to information and information
    privacy requests

Deliver our services within the required agreed response targets.

  • website available 100% of the time
  • 57 change requests implemented in our case management system

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.