Our governance
At a glance
Our governance framework outlines how we manage our business, minimise our risks and meet our legislative obligations.
Our systems are based on strong ethical foundations and a commitment to fairness, accountability and transparency.
Risk management is a key governance principle and forms an integral part of our everyday activities.
The following committees oversee our governance:
- Advisory Council
- Audit and risk management committee
- Executive management group
- Information steering committee
- Workplace health and safety committee.
In detail
Governance framework
Our governance framework underpins the strategies, policies, procedures, processes and resources that provide ongoing confidence in the integrity of our services. These elements have been mapped against 6 governance principles to ensure our practices are rigorous and robust.
LEADERSHIP | Shared understanding of purpose and priorities through effective planning, collaboration, communication and resource allocation. |
ACCOUNTABILITY | Clear accountabilities, understanding our roles and responsibilities to meet corporate expectations and legislative requirements. |
PERFORMANCE | Monitoring and reporting on our performance to meet expectations. |
RISK MANAGEMENT | Regularly assessing and responding to risks and opportunities. |
IMPROVEMENT | Actively enhancing our performance across all aspects of our business. |
SERVICE DELIVERY | Customer and scheme participant focused service delivery, stakeholder engagement and collaboration. |
Executive management group
In 2021-22, our executive management group members were:
Jane Pires Energy and Water Ombudsman
Jane Pires was appointed Energy and Water Ombudsman in December 2016 and has more than 30 years’ experience in customer service and complaint management, including extensive senior executive experience in dispute resolution, mediation and conciliation.
As Energy and Water Ombudsman, Jane is committed to providing all Queenslanders with access to a free, fair and independent dispute resolution service, contributing to improved service delivery in the energy and water sectors, and fostering a culture of excellence within the team.
Jane chairs the Standards Australia QR-015 Complaints handling committee responsible for the new Australian Standard AS 10002:2022 Guidelines for complaint management in organizations, published in March 2022.
She is also the Australian representative on the committee for the international standard ISO 10002:2018 Quality management — Customer satisfaction — Guidelines for complaints handling in organizations.
Jane also chairs the Queensland chapter of the Thriving Communities Partnership, and served on the board of the Society of Consumer Affairs Professionals Australia (SOCAP) for 10 years, including 3 years as president and 5 years as vice president.
John Jones General Manager – Assessment, Investigation and Resolution
John Jones leads the complaint investigation and dispute resolution functions, providing a timely, effective and independent way of resolving disputes.
His wealth of experience in dispute resolution makes him a valued representative of EWOQ at forums with state and national jurisdictional regulators, and industry and consumer representatives.
Eleanor Bray General Manager – Strategy, Operations and Governance
Eleanor Bray leads the strategy, operations and governance team. She supports our business by providing corporate services including finance, risk and compliance, information communication technology, policy and research, and performance reporting to the broader team.
Eleanor has more than 30 years’ experience across both the public and private sectors globally. Her experience and drive ensure our business is customer centric, forward focused, and conducted efficiently and effectively within our resource limitations
Sonia Cahill Manager – Communications and Engagement
Sonia Cahill leads the communications and engagement function, with responsibility for raising awareness of the scheme through a range of communication initiatives and engagement activities.
She has extensive expertise in corporate communications, media relations, and website and social media management across both the public and private sectors.
Leonie Jones Manager – People, Capability and Culture
Leonie Jones leads the people, capability and culture team, managing and implementing a range of strategic human resources, organisational culture and development initiatives that support our strategic objectives.
She has more than 25 years’ experience within the public sector and brings a depth of management and human resources experience to EWOQ.
The Advisory Council provides expert advice to the Energy and Water Ombudsman and the Ministers responsible for energy and water about the effective and efficient conduct and operation of EWOQ. This helps to ensure the scheme is fair and effective for consumers and suppliers.
The Advisory Council:
- monitors the Energy and Water Ombudsman’s independence
- advises the Ombudsman on policy, procedural and operational issues relating to the Energy and Water Ombudsman Act 2006
- advises the Ministers responsible for energy and water on the funding of the Ombudsman’s functions at the end of the financial year
- advises the Ministers on the Ombudsman’s independence and functions of the office during the financial year.
Advisory Council membership
The Advisory Council meets every quarter and includes an independent chair and at least 6 other members appointed by the Ministers on the Chair’s recommendation and after consultation with scheme participants, consumer groups and community organisations.
There must be an equal number of other members representing industry and consumer interests. Under the Act, at least 2 of the industry members must represent the interests of energy retailers, at least one must represent the interests of energy distributors, and at least one must represent the interests of the water entities.
The Chair may hold office for up to 5 years. There is no restriction on the length of terms of ordinary members. Council members represent the interests of the sector and must act in the best interests of the scheme when exercising their council responsibilities. To ensure they fulfil the requirements, members receive an induction to help them understand the scheme and how the office operates when they are appointed.
Roles and responsibilities of council members
The EWOQ Advisory Council Handbook details the roles and responsibilities of council members, while the Advisory Council Code of Conduct helps council members discharge their responsibilities under the Public Sector Ethics Act 1994. While not a prescriptive code, it contains the ethics, principles and values which council members have agreed to put into practice.
Council members are entitled to meeting fees approved by the Governor-in-Council, and reimbursement of reasonable costs incurred for attending council meetings, based on the Remuneration Procedures for Part-time Chairs and Members of Queensland Government Boards.
Members as at 30 June 2022
Independent chair
- Rowena McNally
Industry representatives
- Anthony Hamill
- Chris Owen
- David Ackland
- Iain Graham
Consumer representatives
- Damian Finitsis
- Ian Jarratt
- Maree Adshead
- Robyn Robinson
- Wendy Miller
At EWOQ, we are required to make ethical decisions, be accountable for our actions, and demonstrate integrity. We are committed to fostering a positive organisational culture that values and promotes ethical leadership and decision making.
All employees are required to observe the Queensland Public Service Code of Conduct. The principles and values in the code are incorporated into our policies and procedures as well as individual performance plans.
All new team members undertake ethics and code of conduct training during their induction. Refresher training for the code of conduct is provided annually.
We are committed to fraud and corruption prevention and have a policy and plan in place. Mandated training in fraud control and corruption prevention was completed by all team members during 2021-22, along with a tailored online program about bullying and harassment.
Queensland’s Human Rights Act 2019 recognises 23 categories of human rights and acknowledges the responsibility of public sector employees to respect, protect and promote the human rights of all individuals.
We are committed to acting in a way that is compatible with our human rights obligations when we promote our services and interact with the community.
The Act requires Queensland’s public agencies, including EWOQ, to act or make decisions that are compatible with these rights.
Section 97 of this Act also requires us to publish details of any:
- human rights actions taken during the reporting period
- human rights complaints received, including the number and outcome of complaints received
- any other information prescribed by regulation relating to complaints
- review of policies, programs, procedures, practices or services undertaken in relation to our compatibility with human rights.
During 2021-22, we introduced a requirement that all reviews of our policies, procedures and plans must assess whether the documents promote and are compatible with human rights.
Several key EWOQ documents have since been reviewed for compatibility with human rights and all prospective document reviews will be reviewed against this criterion.
EWOQ received no human rights complaints between 1 July 2021 and 30 June 2022.
Visit the human rights page for more information.
At EWOQ, we are required to make ethical decisions, be accountable for our actions, and demonstrate integrity. We are committed to fostering a positive organisational culture that values and promotes ethical leadership and decision making.
All employees are required to observe the Code of Conduct for the Queensland Public Service. The principles and values in the code are incorporated into our policies and procedures as well as individual performance plans.
All new team members undertake ethics and code of conduct training during their induction.
Refresher training for code of conduct is provided annually. Mandated training in fraud control and corruption prevention was completed by all team members during 2020-21, along with a tailored online program about bullying and harassment.
Queensland’s Human Rights Act 2019 recognises 23 categories of human rights and acknowledges the responsibility of public sector employees to respect, protect and promote the human rights of all individuals.
EWOQ is committed to acting in a way that is compatible with our human rights obligations when we promote our services and interact with the community.
The Human Rights Act requires Queensland’s public agencies, including EWOQ, to act or make decisions that are compatible with these rights.
Section 97 of this Act also requires that we publish details of any:
- human rights actions taken during the reporting period
- human rights complaints received, including:
- the number of complaints received
- the outcome of the complaints
- any other information prescribed by regulation relating to complaints
- review of policies, programs, procedures, practices or services undertaken in relation to our compatibility with human rights.
During 2020-21, EWOQ made it a requirement that all reviews of EWOQ policies, procedures and plans must assess whether the documents promote and are compatible with human rights.
A number of key EWOQ documents have since been reviewed for compatibility with human rights and all prospective document reviews will be reviewed against this criteria.
EWOQ received no human rights complaints between 1 July 2020 and 30 June 2021.
Risk management and accountability
Risk management is an integral part of strategic and business planning, and the everyday activities of EWOQ.
See the official copy of the 2021-22 annual report, as tabled in the Legislative Assembly of Queensland, on the Queensland Parliament's tabled papers website.