To ensure energy and water suppliers operating in Queensland abide by relevant legislation, regulation and codes, and act in a manner which recognises the rights of all consumers, all licensed energy suppliers and water distributor-retailers who supply small customers must participate in the EWOQ scheme. This means that EWOQ can assist with unresolved customer complaints about these companies.
A small customer is a residential or small business customer who uses less than 100 megawatt hours of electricity per year, less than one terajoule of gas per year or all residential water customers in south east Queensland and small businesses who use less than 100 kilolitres of water per year.
Energy suppliers
Energy retailers
Energy retailers are the companies that bill you for your energy use. Types of issues you might want to contact your energy retailer about could include: payment, account and contract issues; disconnection; and conduct of their telemarketers/door-to-door sellers.
Energy distributors
Energy distributors are the companies that own the pipelines and supply electricity and/or gas to you. Types of issues you might want to contact your energy distributor about could include: loss of power; damages to property and equipment; and issues with vegetation (e.g. maintenance of trees around powerlines).
For a full list of licensed energy suppliers in Queensland who are EWOQ scheme participants, see our Energy and water suppliers.
Water suppliers in south east Queensland
In south east Queensland there are three water distributor-retailers that supply small customers with water and wastewater services.
Where you live will determine who your water supplier is:
- Allconnex Water - services customers in Gold Coast, Logan and Redlands councils
- Queensland Urban Utilities - services customers in Brisbane, Ipswich, Scenic Rim, Somerset and Lockyer Valley councils
- Unitywater - services customers in Sunshine Coast and Moreton Bay councils.
EWOQ can only assist customers who receive water servcies from the three distributor-retailers.
If you live outside of these areas you will continue to receive water services from your local council and to contact them if you have a complaint.
To contact your water supplier in south east Queensland, see our Energy and water suppliers.