EWOQ

Official account of Energy and Water Ombudsman Queensland. Please view our terms of use at Monitored Mon-Fri during business hours.

[EWOQ @EWOQld]

We help Queenslanders work out problems with their electricity, gas or water providers. If you have an unresolved problem with a provider, we may be able to help. For more on common complaints, visit our website: https://t.co/lFOjnmV5UX

[EWOQ @EWOQld]

EWOQ is here to help.

We support embedded network operators by:
➡️ explaining complaint handling obligations
➡️ helping customers understand how to seek help
➡️ resolving complaints independently when issues can’t be resolved.

🔗 Find out more: https://t.co/31MaTQfjPK

[EWOQ @EWOQld]

Keeping warm and comfortable in winter is important. But as it gets colder our energy bills can go up as we start using heaters and more hot water in our efforts to stay warm 🧣

Here are our tips for keeping cozy this winter without putting pressure on your power bill.

[EWOQ @EWOQld]

@JZiv_nobullfact Hi Joseph, if you think that your water meter is faulty, you should contact your provider. If you’re unable to resolve it with them, you can make a complaint with us: https://t.co/JbgKGZgPeo

[EWOQ @EWOQld]

You've seen the headlines – power bill prices are coming down in SE QLD. But whether you get the cut depends on your plan. Prices are set to decrease for standing offers set by the AER. Those on market offers should see how their plan compares.

More: https://t.co/yN4zRO5tso

[EWOQ @EWOQld]

From 1 July 2026, some exempt sellers must include ombudsman contact details on customer bills.

Whether this applies to you depends on your exemption type and customer numbers.

Now is the time to review your billing practices.

🔗 For more: https://t.co/uLkQknsXXW

[EWOQ @EWOQld]

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.

For more info, visit: https://t.co/WEkTTWVmLO

[EWOQ @EWOQld]

Did you know? 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 in our complaints process.

[EWOQ @EWOQld]

Maya* owned a small food business.

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, visit: https://t.co/PSL5OzcGuv

[EWOQ @EWOQld]

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.

More: https://t.co/bd7zrk3rJz

[EWOQ @EWOQld]

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 but it was denied.

For more, visit: https://t.co/TsHg77Lci9

[EWOQ @EWOQld]

⏳ 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.

🔗 Final preparation guidance:
https://t.co/AzEasxg5QS

[EWOQ @EWOQld]

At the end of 2025 we commissioned 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.

You can read the full report on our website: https://t.co/F49Kp1cNF7.

[EWOQ @EWOQld]

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.

🔗 Learn what’s required: https://t.co/2q30frOIke

[EWOQ @EWOQld]

Despite the unusual name, the purpose of an ombudsman is a simple one.
At EWOQ we're a free service that helps QLDers resolve disputes with their electricity and gas providers, as well as disputes with water providers in South East Queensland.

[EWOQ @EWOQld]

If you’re an embedded network operator, before 1 July you should:

✅ confirm which exemption applies to you
✅ understand your new obligations
✅ review your complaint handling processes
✅ make sure customers know how to contact us

🔗 More:
https://t.co/ztTGvMWyA6

[EWOQ @EWOQld]

Sometimes energy and water providers can cause damage to properties. Whether it's from a burst water main or energy network faults, you have the right to have the issue investigated and compensated if eligible.

For more info, visit: https://t.co/vWC66DV6ps

[EWOQ @EWOQld]

What a huge week at Financial Counselling Australia's annual conference! It was great to connect with financial counsellors from across the country and hear about the real issues that are affecting your clients on a daily basis.