In the April to June quarter, EWOQ closed a total of 3,574 cases, marking a significant 26.6% rise from the previous quarter and a 95.8% increase compared to the same period last year.

Most cases closed related to electricity (90.5%), though we saw an increase in both gas and water cases closed this quarter, up by 8% and 48.1% respectively. Provision and customer service were the primary issues driving the increase for water customers.

Billing remained the primary complaint category across all cases, accounting for 57.2% of cases closed this quarter. Credit issues accounted for 4.1% of complaints, covering issues such as payment difficulties, hardship, disconnections and collection activities.

Jane Pires, the Energy and Water Ombudsman for Queensland, highlights the new support measures available from 1 July 2024. “The Cost of Living and Energy Bill Relief Rebates from the Queensland and Commonwealth Governments will be a welcome relief for many households and small businesses across the state. With prices increasing for many, we encourage anyone who is struggling to pay their energy or water bills to contact their provider early to discuss the rebates they are entitled to and what payment options are available,” says Ms. Pires.

If a customer is dissatisfied with the response they receive from their energy and water provider, they are encouraged to contact EWOQ for support. EWOQ provides a free, fair, and independent dispute resolution service for unresolved complaints with electricity and gas providers across Queensland and water suppliers in South-East Queensland.

Find out more about rebates and concessions.

Make a complaint online or call 1800 662 837.