The Energy and Water Ombudsman Queensland is the free dispute-resolution scheme for electricity, gas and water customers in Queensland. It covers residential and small business customers and can investigate complaints, arrange remedies and award compensation within its rules. If a provider has not fixed a problem, EWOQ is the main escalation route in Queensland.
What EWOQ handles
- Electricity and gas billing disputes.
- Water and sewerage billing and service complaints.
- High bills, estimated reads and meter problems.
- Disconnection, payment plans and hardship.
- Missed appointments, poor service and complaint handling.
- Some embedded network and solar issues.
What it cannot do
EWOQ cannot hear a case before the provider has had a chance to resolve it. It cannot decide matters already in court, cannot set prices and cannot change government policy. It does not handle telecom complaints, which go to the TIO, or issues outside Queensland.
How to complain
Complain to your retailer or water provider first and ask for a complaint reference. If the response is unsatisfactory or the provider has stopped responding, contact EWOQ. Have the account number, the service address, the dates and the remedy you want ready.
EWOQ can review the account history, the contract and the provider's conduct. Common outcomes include a corrected bill, a payment plan, a credit, a meter test or a repair. It can also award compensation where the provider has failed.
Evidence that helps
- Bills covering the disputed period.
- Meter readings and photos.
- The contract or offer you accepted.
- A dated log of calls, visits and promised dates.
- Any hardship or disconnection notice.
- The provider's final response.
If you are in hardship, say so early. The retail rules require providers to offer support, and EWOQ can check whether that happened. If a payment plan was agreed and then broken, keep the agreement and the payment records.
Read how to complain to the TIO in Australia if telecom is also involved. For energy complaints in other states, see EWON in New South Wales or EWOV in Victoria.
Contact EWOQ
Contact details can change. Always confirm on the official page before sending personal information.
Before you escalate
- Complain to the provider first. Keep the date, the agent's name if given, and the complaint reference.
- Ask for a deadlock letter if the provider will not resolve the issue. Some schemes accept a case after a fixed waiting period instead.
- Put the facts in writing. Include account numbers, dates, meter readings or screenshots, the outcome you want and your contact details.
- Keep a copy of everything. Regulators work from documents, not recollections.
Providers in scope
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