About the EWOQ Review

The Energy and Water Ombudsman Queensland (EWOQ) is a free, fair and independent dispute resolution service for residential and small business energy customers across Queensland and water customers in south east Queensland.  EWOQ has offices in Brisbane, Rockhampton and Cairns.

EWOQ’s functions as specified in the Energy and Water Ombudsman Act 2006 are to:

    • receive and investigate energy issues in Queensland and water issues in   south east Queensland
    • manage dispute resolution between customers and energy and water entities
    • promote the services of EWOQ
    • identify systemic energy and water issues.

There are about 45 energy and water distributor-retailers who are EWOQ scheme participants.   In the 2018-19 financial year, EWOQ closed 8,559 complaints.  Consistent with the Benchmarks for Industry Based Customer Dispute Resolution Schemes, EWOQ is undertaking an independent review of the scheme. 

EWOQ has engaged cameron. ralph. khoury to be the independent reviewer.  Over the past 18 years we have undertaken independent reviews of many Ombudsman schemes in Australia, New Zealand, the USA, Canada and Malaysia.  We have knowledge of energy and water dispute resolution having worked with the energy and water ombudsman offices in four States of Australia.

The independent review will include broad stakeholder consultation, in-depth analysis of EWOQ’s processes, procedures, data and management oversight mechanisms and review of a representative sample of recent disputes.

We are inviting interested stakeholders to provide submissions to the Review by 15th May 2020.  To assist stakeholders, we have published a Consultation Issues Paper which you can down load here.  Submissions need not be formal or lengthy.  If in writing, they may be made publicly available on EWOQ’s website unless confidentiality is requested in the submission.  Please forward written submissions in electronic form to the Independent Reviewers by email to:

ewoq.review@crkhoury.com

We will also be directly engaging with a selection of community representatives, Scheme Participants and government bodies.