Strategic plan

Our 2021–2025 strategic plan (PDF, 308.24 KB) is a 4-year view of our organisation and key priorities.

Our vision

Supporting Queenslanders with independent, respectful and effective ways of resolving disputes with energy and water providers.

Our values

  • Respect: We act and interact with honest and integrity—manners, respect and courtesy are a given.
  • Integrity: Our actions are consistent with our words and we demonstrate our values through our actions.
  • Competency: We encourage each other and seek opportunities to learn, and share our knowledge and ideas, to continuously improve ourselves and our service.
  • Accountability: Each of us is accountable and responsible for our work, attitude and behaviours.
  • Excellence: We strive to be the best we can be, and deliver excellent service and quality results.


CommitmentObjectivesIndicators of success
  • We deliver fair outcomes for consumers and members.
  • 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.
  • Achieve agreed targets in customer
    and member surveys.
  • Achieve agreed dispute resolution targets.
  • Continuously improve quality and customer service.
  • We attract, develop and retain committed professionals who are motivated by our values.
  • We have an empowered, agile, high-performing and resilient team.
  • We build the capabilities of our people and develop their skills.
  • Increase engagement result of Working for Queensland survey.
  • Retain My workgroup factor result in the top quartile.
    of Working for Queensland comparison data.
  • Professional development completed.
  • We evolve with our sector’s changing landscape.
  • We embrace change and adapt to emerging technologies.
  • Our business is accountable, efficient and effective.
  • Invest in our systems and processes to ensure they remain fit for purpose.
  • Deliver our services effectively within the required, agreed response targets.
  • Everyone who needs our help knows who we are and how to contact us.
  • We educate consumers about how we can help with energy and water issues.
  • We collaborate with community organisations who support energy and water consumers.
  • We connect and influence our stakeholders to improve outcomes for the sector.
  • Share our insights and experiences to collaboratively improve the sector for all.
  • Provide information to help our stakeholders understand and help resolve the issues their customers are experiencing.
  • Meet with communities across the state via in-person and virtual methods.
  • Increase awareness of our service through a variety
    of traditional and digital channels.

We will deliver our objectives through our key strategic initiatives:

  • Building future capabilities
  • Contributing to reconciliation with First Nations people
  • Driving efficiencies and effectiveness
  • Enhancing member management
  • Enriching customer experience
  • Raising awareness of our service
  • Reviewing our customer relationship management solution.

We will embrace opportunities by:

  • Adapting to the needs of our ever-changing world, including COVID-related issues impacting our community
  • Monitoring the impact of alternative energy options on customers
  • Expanding our jurisdiction.

Industry benchmarks:

  • Accessibility
  • Independence
  • Fairness
  • Accountability
  • Efficiency
  • Effectiveness

View our strategic plan