What we do

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

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
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.

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.

Essential criteria for describing a body as an ombudsman
The Australian and New Zealand Ombudsman Association (ANZOA)—the peak body for ombudsmen in Australia and New Zealand—has developed a policy statement, setting out six essential criteria—addressing independence, jurisdiction, powers, accessibility, procedural fairness and accountability—which it says the public are entitled to expect of any office described as an ombudsman.

See the 'Essential criteria for describing a body as an ombudsman' policy statement.

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