Our goal
To provide a free, fair, accessible, accountable, effective and independent dispute resolution service that meets the diverse needs of all domestic and small business electricity and reticulated gas consumers and energy suppliers in Queensland.
Our aims
We aim to:
- provide best practice dispute resolution processes to assist domestic and small business electricity and gas consumers who have a dispute or complaint with their energy supplier
- maintain and further develop ongoing relationships with consumers, energy suppliers and other stakeholders through regular consultation
- investigate, report and provide feedback to the Queensland Government and energy suppliers on consumer issues
- raise awareness of the services offered to energy consumers across Queensland
- implement and enhance quality management systems and processes.
What we do
The Energy Ombudsman Queensland (EOQ) ensures a fair, equitable and accountable energy sector within Queensland that considers and protects the individual rights and concerns of consumers and energy suppliers.
The EOQ delivers complaint investigation and dispute resolution services to Queensland's domestic and small business energy consumers about issues including, but not limited to:
- problems with payment
- account errors/disputes
- disconnections
- damages and loss
- market conduct
- contract issues
- vegetation management
- supply quality and reliability
- extensions to supply
- connection of supply
- general customer service issues
- Guaranteed Service Level rebates
- equipment issues.
See types of complaints for more information.
What is an ombudsman?
An ombudsman is an independent official who represents the interests of the public by investigating and addressing complaints reported by individual citizens. The modern meaning arose from its use in Sweden, with the Parliamentary Ombudsman instituted in 1809 to safeguard the rights of citizens. The word ombudsman is not gender specific and derives from the Old Norse word 'umbudsman', meaning 'representative'.
Ombudsman services are free and they can help you with complaints about:
- banks, credit cards, loans
- federal government services
- electricity, gas and water companies
- mobiles, training and internet providers
- financial advice, superannuation, stockbrocking
- insurance - car, travel and home services
- state government services
- universities and TAFEs
- and more ...
See our Ombudsman Services in Australia fact sheet.
