Who needs to join EWOQ

Energy and water providers operating in Queensland may be required to join the Energy and Water Ombudsman Queensland (EWOQ) scheme.

When a provider joins EWOQ, their customers gain access to a free, fair and independent dispute resolution service if a complaint cannot be resolved directly with the provider.

There are two main participant groups in the EWOQ scheme:

• Energy retailers and distributors: Authorised energy retailers, energy distributors, and water distributor‑retailers supplying small customers in Queensland.

• Embedded networks and exempt sellers: Entities operating under an energy exemption, including embedded network owners and operators who sell or supply electricity (and, in some cases, water) to residential customers.

Joining EWOQ helps ensure customers have appropriate consumer protections and that providers meet their regulatory obligations.

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.

Additional obligations may apply depending on your provider type. 

Find the information relevant to you

Select the option below that best describes your organisation to access tailored guidance on your obligations and how to join the EWOQ scheme.