Energy and water retailers and distributors

Energy retailers, energy distributors and certain water providers in Queensland are required to join the EWOQ scheme under the Energy and Water Ombudsman Act 2006. 

Who must join EWOQ 

You must join EWOQ if you are: 

• an authorised electricity or gas retailer supplying residential or small business customers in Queensland
• an energy distributor licensed to operate in Queensland
• a water distributor‑retailer supplying customers in South East Queensland.

Small customers include: 

• all residential customers
• small businesses using less than: 
• 160 MWh of electricity per year
• 1 terajoule of gas per year 
• 100 kilolitres of water per year (South East Queensland only).

Local councils supplying water outside South East Queensland are not currently within EWOQ’s jurisdiction. 

When you need to join 

You must apply to join EWOQ within the timeframes set out in section 64 of the Act: 

• Energy distributors—as soon as you receive a distribution licence in Queensland 
• Energy retailers—within 10 business days of starting to sell energy to a Queensland residential or small business customer 

Penalties may apply if you do not apply to join within the required timeframe. 

Your obligations as a scheme participant 

As an EWOQ scheme participant, you must: 

• cooperate with EWOQ to resolve complaints from your customers
• provide information requested by EWOQ within required timeframes
• tell customers they can contact EWOQ if their complaint is not resolved
• include EWOQ’s contact details where required, such as:
  • on customer bills
  • in your complaints and dispute resolution information
  • on restriction or disconnection notices, where applicable.

Fees and charges

EWOQ is fully funded by scheme participants. 

As a retailer or distributor, you will be required to pay: 

• an annual participation fee, invoiced in July (or a part‑year fee if you join mid‑year)
• user‑pays complaint fees for cases EWOQ handles about your organisation. 

Fees are set in accordance with section 69 of the Act and published in EWOQ’s annual budget guidelines(PDF, 873KB). 

If you believe an invoice is incorrect, you can dispute it using EWOQ’s invoiced cases disputed by a scheme participant procedure(PDF, 211KB). 

Under the Act, the Ombudsman may impose a supplementary fee if, due to unforeseen expenditure or a revised budget, the total fees won’t cover all the Ombudsman’s functions. 

How to join 

You can apply online once you’re eligible to join the scheme. 

Apply to join EWOQ