Energy and Water Ombudsman Qld - EWOQ

Energy and Water Ombudsman Qld - EWOQ With offices in Brisbane, Rockhampton and Cairns we can work directly with you and your supplier to investigate and resolve complaints.

The Energy and Water Ombudsman Queensland (EWOQ) is a free, fair and independent dispute resolution service for unresolved complaints with your electricity, gas or water supplier. The Energy and Water Ombudsman Queensland (EWOQ) is a free, fair and independent dispute resolution service if you are unable to resolve a complaint with your electricity, gas or water supplier. We are committed to provi

ding an effective, efficient and confidential service for residential and small business energy customers across Queensland and water customers in south east Queensland.

13/06/2026

Ever accidentally overpaid your energy or water bill? Or think there's been an error on a bill you've already paid? You might be owed a refund by your energy or water provider. Customers have rights to fair and timely refunds.

Watch the video for what you should do if you think you're owed a refund.

For more information, visit: https://buff.ly/MicdfZX

At EWOQ, we're committed to providing support when using our services. If you're a First Nations person, you can ask to ...
11/06/2026

At EWOQ, we're committed to providing support when using our services. If you're a First Nations person, you can ask to speak to one of our First Nations team members if you'd prefer. They can yarn to you about your problem with your energy or water company and assist you through our complaints process.

To speak to a First Nations team member, simply ask the team when speaking with us on the phone.

09/06/2026

Maya* owned a small food business. Business had been quiet lately and she was struggling to keep up with the bills.

When her energy provider disconnected her gas supply due to a significant debt, Maya was left unable to operate her kitchen, and her business.

Here's how we helped.

For more on Maya's story and other customer stories: https://buff.ly/ExImzMP

*name changed to protect privacy.

05/06/2026

Have you ever been contacted by a salesperson from an energy company about a better deal on your energy plan? In marketing their services to you, energy providers are bound by strict rules, laws and legislation to protect your rights as a consumer.

For more advice, visit: https://buff.ly/SbQ9Ctu

02/06/2026

Sarita* received a high water bill and discovered it was due to a concealed water leak in her home. After the leak was repaired, she submitted a Concealed Leak Application to her water provider.

Sarita’s application was denied. With the stress of her near $8,000 water bill looming, Sarita turned to EWOQ for help.

For more on Sarita's story, and for other customer stories, visit: https://buff.ly/Lxbh2Xv

*name changed to protect privacy.

⏳ One month to go until key energy exemption obligations apply.If you sell electricity under an exemption or operate an ...
01/06/2026

⏳ One month to go until key energy exemption obligations apply.

If you sell electricity under an exemption or operate an embedded network, make sure you’re on track to meet requirements by 1 July 2026.

If you haven’t already, now is the time to check your obligations and prepare.

🔗 Final preparation guidance:
https://www.ewoq.com.au/providers/meeting-obligations-exempt-sellers

At the end of 2025 we invited Dr Gavin McBurnie and Professor Chris Gill to conduct an independent review of organisatio...
29/05/2026

At the end of 2025 we invited Dr Gavin McBurnie and Professor Chris Gill to conduct an independent review of organisation and service. The purpose of the review was to understand what we were doing well, but more importantly what we can do to improve.

The review assessed us against the Benchmarks for Industry-based Customer Dispute Resolution. The final report found that we were a successful industry ombudsman scheme but made 15 recommendations of improvement. You can read the full Independent Review report and our response to the recommendations on our website: https://buff.ly/Da0ngCi.

27/05/2026

Shelby* was having financial issues and was not making payments on her electricity account. As a result her electricity provider disconnected her home. Shelby’s son had a medical condition which was managed by powered medical equipment at home.

Concerned about her son’s health, she contacted her provider the next day to get reconnected but was told that since it was a Friday reconnection was not going to happen until Monday. Shelby came to EWOQ for urgent assistance.

Shelby's case highlights the importance of customers contacting their providers when experiencing financial stress so they can work out a plan to stay connected. It also highlights the importance of having their account registered for life support equipment.

Read more on Shelby's story at: https://buff.ly/XNSd5Ei

Family violence support is a key part of the new energy exemption changes. From 1 July 2026, many exempt sellers must: ➡...
24/05/2026

Family violence support is a key part of the new energy exemption changes.

From 1 July 2026, many exempt sellers must:

➡️ have a family violence support policy
➡️ offer support options to affected customers.

These requirements are designed to better protect people living in embedded networks.

🔗 Learn what’s required and how to prepare: https://buff.ly/IkNqvHT

23/05/2026

Kieran* lived in a rental property for 2 years and, during this time, never had his meter read. He received only estimated bills from his electricity provider. After moving out, his provider conducted a final meter read and Kieran was hit with a large catch-up bill, leaving Kieran confused.

Kieran's case highlights the importance of safe meter access and clear communication between providers and customers, especially when estimated billing is involved.

For more on Kieran's story, and other customer stories, visit: https://buff.ly/MAsTJFZ

Address

53 Albert Street
Brisbane City, QLD
4000

Opening Hours

Monday 8:30am - 5pm
Tuesday 9:30am - 5pm
Wednesday 8:30am - 5pm
Thursday 8:30am - 5pm
Friday 8:30am - 5pm

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