Annual report 2021-22

Energy and Water Ombudsman Queensland (EWOQ) provides a free, fair and independent dispute resolution service for residential and small business customers throughout Queensland who have an unresolved issue with their electricity or gas provider. We also provide this service for residential and small business water customers in South East Queensland.

This annual report presents information about the performance of the Ombudsman scheme for the period 1 July 2021 to 30 June 2022. It includes our activities and achievements for the financial year against our strategic plan and summarises our future priorities and challenges.

This report is produced under the prescribed requirements of the Financial Accountability Act 2009 and the Financial and Performance Management Standard 2019. It has been written for the benefit of our stakeholders, including energy and water consumers, retailers and distributors; and members of Queensland Parliament.

Read the letter of compliance.

About EWOQ

Read the highlights of 2021-22 annual report and the welcome from the Ombudsman. Find out about our role, priorities and strategic direction.

Our service

Read about our dispute resolution process and find out more about systemic issues.

Our customers

FInd out the top 10 locations of our customers, how they contacted us and customer satisfaction results.

Our performance

Read about our performance against our strategic plan in the areas of service, customers, connections and people.

Our connections

Read about our connections, including community outreach, peer networks, our contribution to public policy and Reconciliation Action Plan achievements.

Our governance

Our corporate governance framework guides how we manage our business, minimise risks ad meet our legislative obligations.

Our people

A look at our workforce profile, flexible working arrangements, learning and development, workplace diversity and employee achievement and recognition.

Our complaints

Read all about our electricity, water and gas complaint figures and issues from 2021-22, including top issues and case types.

Our finances

Read our financial summary, financial statements and Independent Auditor's Report.


Appendices of the 2021-22 annual report - data, advisory council, compliance checklist, glossary and list of scheme participants.

Read Annual report 2021-22 in PDF


This annual report is licensed by the Energy and Water Ombudsman Queensland under a Creative Commons Attribution (CC BY) 4.0 International licence. In essence, you are free to copy, communicate and adapt this annual report, as long as you attribute the work to the Energy and Water Ombudsman Queensland.

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Content from this annual report should be attributed to the Energy and Water Ombudsman Queensland Annual Report 2021-22.


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Electronic versions of financial statements on this website aren’t official or authorised versions. You will need to confirm for yourself that they’re accurate, complete and current.

Although we work hard to prepare and maintain the electronic versions, we’re not liable for any loss or damage that may occur if you rely on them.

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

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