The Energy and Water Ombudsman Queensland (EWOQ) is a free, fair and independent dispute resolution service for unresolved complaints with your electricity, gas or water supplier. Before you contact EWOQ with your complaint, you must first try to resolve the problem with your electricty, gas or water company.
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Our policies

This section provides access to our policies, charters and procedures for delivering our functions and responsibilities.

Some EWOQ policies are exempted from access or otherwise limited under the RTI Act because they contain sensitive operational information which is not in the public interest to release. Those accessible are listed below.

Code of conduct
The 'Code of conduct for the Queensland Public Service' applies to the employees of Queensland public service agencies.

Charter of service
The 'Charter of service' provides a simple overview of the scheme. For more specific or detailed information on the legislation and jurisdictional powers and responsibilities of EWOQ,  refer to the Energy and Water Ombudsman Act 2006.

Customer and scheme participants feedback procedure
The 'Customer and scheme participants feedback procedure' sets out EWOQ's policy and procedures for dealing with complaints from customers and scheme participants concerning EWOQ's conduct and/or service. You can give EWOQ your feedback.

Dealing with a complaint of corrupt conduct against the Ombudsman
The Energy and Water Ombudsman is the public official of the Office of the Energy and Water Ombudsman Queensland within the meaning of the Crime and Corruption Act 2001. This policy sets out how EWOQ will deal with a complaint (also information or matter) that involves or may involve corrupt conduct of the Ombudsman.

Privacy and disclaimer notice
The Information Privacy Act 2009 recognises the importance of protecting the personal information of individuals.

Information privacy plan
The 'Information privacy plan' sets out EWOQ's obligations in relation to the collection, management, use, storage and disclosure of personal information held by EWOQ.

Public interest disclosure and Public interest disclosure management plan
EWOQ has a commitment to ensuring the highest level of ethics in our organisation. As such, EWOQ supports public interest disclosures (PID). Making a PID means a disclosure of information by a public officer or any person without wrongdoing in the public sector to a proper authority as outlined in the Public Interest Disclosure Act 2010. Reporting suspected wrongdoing is vital to the integrity of the Energy and Water Ombudsman Queensland and the Queensland public sector. See the Queensland Ombudsman website for more information about PIDs.

Corporate governance framework
This refers to the processes by which the scheme is directed, controlled and held to account. It encompasses authority, accountability, stewardship, leadership, direction and control exercised throughout the scheme.

Risk management policy
EWOQ takes an enterprise-wide approach to risk management. It is EWOQ’s policy to identify, assess and manage all categories of risk in a proactive way, integrating risk management in the day-to-day running, monitoring, maintenance, and development of EWOQ. Risks are considered in all key strategic decisions and third-party relationships.

Audit and Risk Management Committee charter
The committee conducts its activities in accordance with Queensland Treasury’s Audit committee guidelines.

Advisory Council handbook
The 'EWOQ Advisory Council handbook' outlines the roles and responsibilities of the Advisory Council.