Energy and Water Ombudsman Qld - EWOQ

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

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.

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

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

Despite the unusual name, the purpose of an ombudsman is a simple one. They're here to help consumers and organisations resolve problems as an independent representative.
At EWOQ we're a free service that helps Queenslanders resolve disputes with their electricity and gas providers, as well as disputes with water providers in South East Queensland. We can help with a range of issues, including:

👉 Billing disputes
👉 Poor customer service
👉 Connection and disconnection issues
👉 Credit-related complaints

For more about us visit ewoq.com.au.

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.

Here's what to do if you experience property damage:
📷 Document the damage. Take clear photos and videos and note the date and time.
☎️ Notify your provider of the damage.
📓 Keep records of all conversations with your provider and any receipts if you had to pay for urgent repairs.

Unable to resolve the property damage claim with your provider? Contact us. For more visit: https://buff.ly/lOoSuJ7