About EWOQ

Our priorities

We are committed to providing a high-quality, effective and confidential service for residential and small business customers who are unable to resolve issues with their electricity, gas or water supplier.

With offices in Brisbane, Cairns and Rockhampton, we work directly with Queensland customers and suppliers to investigate and resolve disputes.

Vision

Supporting Queenslanders with independent, respectful and effective ways of resolving disputes with energy and water providers.

Values

Respect

We act and interact with honesty and integrity—manners, respect and courtesy are a given.

Integrity

Our actions are consistent with our words and we demonstrate our values through our actions.

Competency

We encourage each other and seek opportunities to learn, and share our knowledge and ideas to continuously improve ourselves and our service.

Accountability

Each of us is accountable and responsible for our work, attitude and behaviours.

Excellence

We strive to be the best we can be and to deliver excellent service and quality results.

History

The Energy and Water Ombudsman Queensland (EWOQ) was established 15 years ago on 1 July 2007 as the Energy Ombudsman Queensland (EOQ).

Our mission, then, as now, was to provide a free, fair and independent dispute resolution service for small electricity and reticulated gas customers in Queensland. We have closed more than 155,000 cases since opening our doors in 2007.

On 1 January 2011, EOQ became EWOQ as our jurisdiction expanded to investigate disputes about water suppliers in South East Queensland.

On 28 February 2022, our jurisdiction was further expanded to include embedded networks and provide residential electricity customers who get their power through a privately owned electricity network the same access to our free, fair and independent dispute resolution service as those who buy directly from their provider.

Our role, structure and strategic direction

Our role

Our primary functions are to:

• receive, investigate and facilitate the resolution of disputes between Queensland’s residential and small business energy customers throughout Queensland, and water customers in South East Queensland, and their retailers and distributors
• promote our services throughout Queensland to those who may need our assistance
• identify systemic issues arising from complaints received from our customers.

We use a process that is free for consumers, fair and independent, as well as accessible, accountable, effective and efficient. We always consider the rights and responsibilities of customers and scheme participants under relevant legislation, codes and standards to achieve a fair and reasonable outcome.

Our structure

EWOQ was established under the Energy and Water Ombudsman Act 2006 to investigate and resolve particular disputes involving energy and water providers.

The Energy and Water Ombudsman is not subject to direction from anyone, but considers the advice of the Advisory Council to the Energy and Water Ombudsman in performing certain functions under the Act.

The executive management group assists the Ombudsman to deliver the strategic plan and with the day-to-day operations of the business.

Strategic direction

Each year, we develop a 4-year strategic plan that guides our work and confirms our vision for the office.

During 2021-22, our priorities included:

• expanding our jurisdiction to include embedded network customers and welcoming exempt sellers as members
• supporting our people in uncertain times through skill development, health and wellbeing initiatives, and strong governance and leadership
• broadening our approach to awareness raising
• focusing on our ICT framework to simplify and connect our team, customers and other stakeholders to the information and services they need, when they need them, delivered in a secure and efficient environment
• contributing to public policy through insights and submissions
• investing in a process mapping tool to standardise and improve our practices, capture complex processes and share knowledge.

Visit our performance against the strategic plan.

Looking forward

We continually review our business processes and customer service delivery to ensure we deliver a timely, effective, independent and fair dispute resolution service to the people of Queensland.

In 2022-23, our key strategic initiatives include:

• building future capabilities
• contributing to reconciliation with First Nations people
• driving efficiencies and effectiveness
• embedding our better normal  picture
• enhancing member management
• enriching customer experience
• raising awareness of our service
• reviewing our customer relationship management solution.

See the official copy of the 2021-22 annual report, as tabled in the Legislative Assembly of Queensland, on the Queensland Parliament's tabled papers website.