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, please refer to the Energy and Water Ombudsman Act 2006.
  • Customer and Scheme Participants complaints policy
    The Customer and Scheme Participants complaints policy (PO_OM_005) 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 provide EWOQ with your feedback at https://www.ewoq.com.au/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. The objective of this policy is to set 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 policy
    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. Please view the Queensland Ombudsman website to access further information about PIDs. View the Public Interest Disclosure Management Plan and the Public Interest Disclosure Policy.
  • 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.