Our customers

At a glance

The majority of our customers are based in South East Queensland, with 85% of complaints coming from 11 local government areas within this region.

Residential customers accounted for 97% of our cases with most preferring to submit their complaint by phone (58%). Complaints received via web chat and the online complaint form on our website are growing in popularity.

Top 10 locations of our customers

Number of customers in top 10 locations by local government area.
Local Government Area% No. of cases
Brisbane City Council 30% 1,127
City of Gold Coast 16% 595
Moreton Bay Regional Council 11% 431
Logan City Council 7% 267
Sunshine Coast Regional Council 7% 263
Ipswich City Council 5% 199
Redland City Council 4% 154
Fraser Coast Regional Council 3% 97
Noosa Shire Council 2% 78
Toowoomba Region 2% 61

For complaints where an incident address was provided, 85% were from South East Queensland, which includes the local government areas of Brisbane, Gold Coast, Ipswich, Lockyer Valley, Logan, Moreton Bay, Noosa, Redlands, Scenic Rim, Somerset and Sunshine Coast.

Location figures are based on the incident address and exclude non-residential complaints, and residential complaints where the customer did not disclose a Queensland suburb or postcode or was from interstate or overseas.

Visit the 2021-22 locations page to view the number of complaints across Queensland’s local government areas.

Who contacted us?

  • Residential 97%
  • Small business < 3%
  • Government < 1%

Contact method

Number of times customer used each contact method to lodge a complaint.
Contact method 
Phone 58% (3,612)
Website 28% (1,737)
Email 9% (570)
Web chat 5% (306)

Over the past 5 years, there has been a change in how customers contact us, with a 36% increase in customers submitting a complaint via email and a 22% increase in customers submitting a complaint via our website since 2017-18.

The percentage of customers using the phone to contact us has declined by 17% since 2017-18.

Customer satisfaction

Find out more about our customer satisfaction results

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.