EWOQ Annual Report Highlights Affordability and Customer Service

CONTRIBUTING TO AN
EFFICIENT AND FAIR
ENERGY AND WATER SECTOR
ENERGY AND WATER
OMBUDSMAN QUEENSLAND.
ANNUAL
REPORT
2012-2013

AVAILABILITY
Online
The 2012-13 annual report is available online, visit
http://www.EWOQ.com.au/Publicationsmedia/AnnualReports.aspx
Printed copies
For a printed copy of the annual report, or for more information, contact:
Senior Communications and Marketing Officer
Energy and Water Ombudsman Queensland
PO Box 3640
SOUTH BRISBANE QLD 4101
Phone: 1800 662 837
Email: marketing@EWOQ.com.au
Interpreter service
EWOQ is committed to providing accessible services to Queenslanders from all culturally
and linguistically diverse backgrounds. If you have difficulty understanding the annual report,
you can contact us on 1800 662 837 and we will arrange an interpreter for you, free of charge.
ISSN: 1839-308X
© Energy and Water Ombudsman Queensland 2013

1
Compliance letter 2
Highlights of 2012-13 3
Energy and Water Ombudsman’s message 4
Advisory Council Chair’s message 6
Advisory Council to the Energy and Water Ombudsman 7
EWOQ priorities 8
Our customers and their issues 9
• Electricity 13
• Gas 27
• Water 33
• Systemic issues 40
Scheme performance 42
• Our performance 42
• Scheme participant performance 47
Promoting the scheme 51
Our organisation 53
Financial statements 57
Appendix 1: Glossary 89
Appendix 2: Tables and graphs index 90
Appendix 3: Scheme participants 91
Appendix 4: Compliance checklist 92
CONTENTS

2
COMPLIANCE
LETTER
The Honourable Mark McArdle MP
Minister for Energy and Water Supply
PO Box 15216
CITY EAST QLD 4002
3 September 2013
Dear Minister
I am pleased to present the 2012-13 annual report and financial statements
for Energy and Water Ombudsman Queensland.
I certify that this annual report complies with:
• the prescribed requirements of the Financial Accountability Act 2009
and the Financial and Performance Management Standard 2009
• the detailed requirements set out in the Annual report requirements
for Queensland Government agencies.
A checklist outlining the annual reporting requirements can be found
at page 92 of the annual report or accessed at
www.EWOQ.com.au/Publicationsmedia/AnnualReports.aspx.
Yours sincerely
Forbes Smith
Energy and Water Ombudsman

3
HIGHLIGHTS
OF 2012-13
IN OUTCOMES
FOR CUSTOMERS$902,059
SMALL BUSINESS
COMPLAINTS ARE UP 35%
TOP THREE ENERGY COMPLAINTS
ARE BILLING, CREDIT AND TRANSFER
TOP THREE WATER COMPLAINTS ARE
BILLING, CREDIT AND CUSTOMER SERVICE
14,096EWOQ CLOSED
A RECORD
12,107ELECTRICITY
CASES
1,132GAS
CASES
614 WATER
CASES
CASES

4
ENERGY AND WATER
OMBUDSMAN’S
MESSAGE
It is hard to imagine that there has been a more
volatile year in the energy sector since the
commencement of full retail competition in 2007.
The State Government’s extensive reform agenda,
and the recently announced increase in the
regulated retail electricity price, has meant that
the cost of electricity to consumers was rarely out
of the news.
The water sector has also undergone significant
change, including responsibility for water services
in Logan, Redland and the Gold Coast being
returned to their respective local councils.
The volatility in the water and energy markets
has not translated into significant increases in
complaints to my office. In the financial year
under report, my office, the Energy and Water
Ombudsman Queensland (EWOQ) experienced
a modest six per cent increase in cases received.
However, we did experience a large increase in
the number of cases which were out of jurisdiction
and needed to be referred to other agencies,
particularly the Department of Energy and Water
Supply, and the Office of Fair Trading. These cases
doubled and were largely about solar power and
bulk hot water.
While it is pleasing that consumers are increasingly
turning to my office for assistance, confusion over
which agency is the right one for them only adds
to their concerns. In addition, the resources of my
office are drawn away from our core business.
The increase in referral cases, as we label them,
was a major reason behind the development of
a web-based complaints portal which was launched
in time for the start of the 2013-14 financial year.
The portal will help customers navigate their way
to the correct agency to lodge their complaints.
For a number of agencies, including EWOQ,
customers can also lodge their complaint online
through the portal. Further information about the
portal and the agencies involved can be found in
this report.
As for the complaints which were in jurisdiction,
the cases were again dominated by issues about
electricity bills: incorrect bills, high bills, and bill
delays were common issues for customers.
In 2012-13, we secured 10,621 outcomes for more
than 9,100 customers. An outcome can include
debt or fee waiver, billing adjustment, credit default
listing amended, goodwill gesture, payment plan
or hardship program offered, reimbursement,
or information provided by a scheme participant
or EWOQ. Over $902,059 was delivered in
monetary outcomes for customers, up from
$712,000 last financial year.

5
Complaints about high bills sometimes disguise
the real reason for calling EWOQ — the customer
simply cannot afford to pay their bill. We continued
to assist many customers in negotiating payment
plans and accessing hardship programs this year.
Credit cases, which concern customers who are
experiencing difficulties paying their bill, were,
once again, the second highest category of
complaint this year.
Growing concerns about the capacity of customers
to pay their energy bills led to a National Energy
Affordability Roundtable being conducted in Sydney
in April 2013. The Australian Energy Ombudsmen,
the Energy Retailers Association of Australia, and
the Australian Council of Social Service presented
the National Energy Affordability Roundtable
Report to the Standing Council on Energy and
Resources (SCER). The SCER is chaired by the
Commonwealth and is comprised of energy and
resources Ministers from the states, territories and
New Zealand. The report contains a comprehensive
set of recommendations for action to address the
affordability challenges faced by energy consumers
around the country.
Throughout these uncertain times I have very much
appreciated the advice of Advisory Council members
whose collective industry and consumer experience
helps keep me up-to-date with, and understand,
this complex industry.
Of course EWOQ could not run effectively without
the dedication and commitment of our Brisbane,
Rockhampton and Cairns staff. Their efforts are
reflected in the results of a customer satisfaction
survey we conducted in 2013 which found that
92 per cent of customers would recommend
EWOQ to a friend if they had an energy or water
complaint they could not resolve.
I expect that the next 12 months will be no
less busy for the office. However, I am confident
that we are well placed to continue providing
a free, fair, effective and independent dispute
resolution service for Queensland’s energy
and water customers.
Forbes Smith
Energy and Water Ombudsman
Forbes Smith

6
ADVISORY COUNCIL
CHAIR’S MESSAGE
The functions of the Advisory Council to the
Energy and Water Ombudsman include monitoring
the Ombudsman’s independence, and advising
on policy and procedural issues relating to the
Energy and Water Ombudsman Act 2006 (the Act),
guidelines and budgets. During the year the
Council addressed matters of independence,
jurisdiction, identification and handling of systemic
issues, dispute resolution processes, reporting,
and financial hardship.
The main purpose of the Act is to give customers
a timely, effective, independent and just way of
referring disputes and having them investigated
and resolved. To assess the extent to which EWOQ
is achieving that, the Council is in the process
of commissioning an independent party to review
EWOQ’s operations according to national benchmarks.
On completion, the review will be published on the
website, following the last review in 2010.
Council members met with the Minister for
Energy and Water Supply, Mark McArdle, when
he attended the official opening of EWOQ’s new
premises in May. The Council appreciated the
opportunity to discuss with the Minister issues
facing the industry and consumers.
This year the Council farewelled Roz Burtenshaw
(Queensland Country Women’s Association),
Margaret Campbell-Ryder (United Retail Federation),
David Mathers (Unitywater), and Josephine
Monger (AGL Limited). We welcomed Judy Bailey
(Unitywater), Harry Bonning (AGL Limited), Michael
Gordon (Family Business Australia [Queensland]),
and Alison Mobbs (Queensland Rural, Regional
and Remote Women’s Network).
I am grateful to the Ombudsman, Forbes Smith,
for his open and transparent approach to the work
of the Council and for the good working relationship
that exists between him and the Council.
I extend my thanks to Council members for their
collective goodwill, expertise and readiness to
contribute to the work of EWOQ. They provide
valuable insights which would not otherwise be
as readily available to the Ombudsman.
After six years of operation, EWOQ continues
to deliver a valuable service to Queenslanders.
Julie-Anne Schafer
Chair

7
ADVISORY COUNCIL
TO THE ENERGY AND
WATER OMBUDSMAN
Advisory Council to the Energy and
Water Ombudsman
The Advisory Council to the Energy and Water
Ombudsman provides expert advice to the
Energy and Water Ombudsman and the Minister
responsible for energy and water on the effective
and efficient conduct and operation of the EWOQ
scheme. This helps to ensure the scheme is
administered in a manner which is fair and just to
consumers and suppliers.The Advisory Council:
• monitors the Energy and Water Ombudsman’s
independence
• advises the Energy and Water Ombudsman
on policy, procedural and operational issues
relating to the Energy and Water Ombudsman
Act 2006
• advises the Minister responsible for energy
and water on the funding of the Energy and
Water Ombudsman’s functions
• at the end of the financial year, advises
the Minister on the Energy and Water
Ombudsman’s independence and functions
of the office during the financial year.
The Advisory Council generally meets every
two months and consists of an independent chair
and at least six other members appointed by
the Minister. The other members must consist
of members drawn from scheme participants
who represent the interests of scheme participants
(industry members); and an equal number
of members drawn from groups who represent
the interests of consumers. Members must be
appointed on the Chair’s recommendation, after
consultation with scheme participants, consumer
groups and community welfare organisations.
At least two of the industry members must
represent the interests of retailers and at least
one represent the interests of distributors.
A minimum of one industry member must
represent the interests of scheme participants
that are water entities.
2012-13 Members
Chair
Julie-Anne Schafer
Industry representatives:
• Tanya Acheson, Ergon Energy
• Judy Bailey, Unitywater (from 9 May 2013)
• Harry Bonning, AGL Limited (from 9 May 2013)
• Kate Farrar, Qenergy Limited
• David Mathers, Unitywater
(until 31 December 2012)
• Josephine Monger, AGL Limited
(until 31 December 2012)
• Michael Swanston, ENERGEX.
Consumer representatives:
• Roz Burtenshaw, Queensland Country
Women’s Association (until 31 December 2012)
• Margaret Campbell-Ryder, United Retail
Federation (until 31 July 2012)
• Michael Gordon, Family Business Australia
(Queensland) (from 1 August 2012)
• Ian Jarratt, Queensland Consumers’ Association
• Alison Mobbs, Queensland Rural, Regional and
Remote Women’s Network (from 9 May 2013)
• Linda Parmenter, Queensland Council
of Social Service
• Mark Tucker-Evans, Council of the
Ageing Queensland.

8
Our vision
A high performing, independent organisation
making a valued contribution to an efficient and fair
energy and water sector.
Our mission
To provide the people of Queensland with a timely,
effective, independent and just way of resolving
disputes with their energy and water supplier.
Our purpose
EWOQ receives, investigates and resolves disputes
between Queensland’s small energy customers,
small water customers in south east Queensland
and the energy and water retailers and distributors.
EWOQ also identifies, and reports, systemic issues
arising from complaints received from customers.
EWOQ achieves this through a process which is
free, fair, accessible, accountable, effective and
efficient. EWOQ takes into account the rights
and responsibilities of customers and scheme
participants under relevant legislation, codes and
standards when resolving disputes.
Our strategic direction
EWOQ contributes to the Queensland
Government’s objective of Getting Queensland
back on track through the provision of a free,
fair and independent and impartial dispute
resolution service.
Our main strategic objectives are to:
• contribute to improved service delivery
in the energy and water sector
• foster a culture of continually striving
for success
• adhere to the principles of independence
and accountability in all we do
• provide all Queenslanders with equal access
to our service.
The risks to meeting our objectives include:
• loss of confidence in EWOQ’s effectiveness
by the government, scheme participants,
residents and small business owners
• legislative changes in the energy
and water sectors adversely affecting
our operational capacity
• significant increases in complaints to our office
• attraction and retention of qualified staff.
This year we focused on the following
key priorities:
• achieving best practice, fairness and
confidence in the resolution of disputes
between scheme participants and small
customers (pages 42-46 provide information
on how we achieved this in 2012-13)
• raising awareness and proactively promoting
our services to small energy and water
customers, with an emphasis on Aboriginal
people, Torres Strait Islanders, multicultural
groups and the aged (see page 51)
• investigating, reporting and providing feedback
on systemic issues (see page 40)
• implementing a training and development
program for staff (see page 56).
EWOQ
PRIORITIES

9
This year, EWOQ received 14,266 cases, up six per cent on last year, and closed 14,096 cases,
a four per cent increase on 2011-12. The closed cases include:
• 12,107 electricity cases
• 1,132 gas cases
• 614 water cases.
Electricity issues continue to dominate our complaints, accounting for 86 per cent of all cases
(see Graph 1), while there was a 33 per cent decline in water complaints this year. Gas complaints
remained steady.
Graph 1: Closed electricity, gas and water cases
OUR CUSTOMERS
ANDTHEIR ISSUES
“THANKYOU FORYOUR ASSISTANCE IN
FINAL CLOSURE FORTHE ACCOUNT WITH
[ENTITY] IT WAS VERY MUCH APPRECIATED.”

10
Table 1: Who contacted EWOQ
Sector 2008-09 2009-10 2010-11 2011-12 2012-13
Residential 12,980 12,166 12,269 13,041 13,470
Small business 467 415 418 470 616
Government 9 9 15 11 10
TOTAL 13,456 12,590 12,702 13,522 14,096
Residential customer complaints steadily increased over the past five years, and this year made up the
vast majority of EWOQ’s cases (96 per cent or 13,470). Small business customer complaints increased
35 per cent to hit a new high of 616 this year.
Graph 2: Who contacted EWOQ
“THANKYOU FORTHE WORKYOU PUT
INTO RESOLVING MY BILLING PROBLEM,
I REALLY DO APPRECIATE IT!”

11
Table 2: How customers contacted EWOQ
Contact method 2008-09 2009-10 2010-11 2011-12 2012-13
Telephone 12,452 11,159 10,135 9,919 10,269
Website 320 647 1,194 1,880 1,928
Email 326 453 869 1,323 1,488
Other*
358 331 504 400 411
TOTAL 13,456 12,590 12,702 13,522 14,096
NOTES:
*
Other includes contact by letter, in person and fax.
Graph 3: How customers contacted EWOQ
Customer outcomes
In 2012-13, we secured 10,621 outcomes for more than 9,100 customers. An outcome can include
debt or fee waiver, billing adjustment, credit default listing amended, goodwill gesture, payment plan
or hardship program offered, reimbursement, or information provided by a scheme participant or
EWOQ to the customer. Over $902,059 was delivered in monetary outcomes for customers.
Diversity
EWOQ only collects personal information about our customers, such as cultural diversity or disabilities,
if it is relevant to their case.
However, through the Australian Government’s Translating and Interpreting Service we assisted
customers who spoke the following languages:
• Arabic
• Cantonese
• Dinka
• Japanese
• Korean
• Mandarin
• Persian
• Serbian
• Spanish
• Vietnamese.

12
The issues
As with previous years, billing is our biggest complaint issue (see Graph 4). We closed 6,299
billing complaints, making up 60 per cent of our complaints, followed by credit with 1,440 (14 per cent
of all complaints), transfer (nine per cent or 980 complaints) and customer service (eight per cent
or 829 complaints).
Billing and credit have been climbing steadily over the last few years. Compared to last year,
credit complaints increased by 11 per cent and billing increased by seven per cent.
A number of electricity retailers experienced difficulties in establishing new billing systems which led
to an increase in the number of billing complaints. Marketing cases again fell no doubt due to better
marketing practices and the cessation of door-to-door marketing by several retailers.
The significant fall in customer service cases was due to changes in our case categorisation.
Graph 4: Closed complaints by primary issue

13
ELECTRICITY
Accounting for 59 per cent with 5,716 of all our electricity complaints, billing remains the biggest issue
for customers (see Graph 5 and Table 3). This is an increase of 14 per cent from 2011-12 and can be
attributed to problems some scheme participants are experiencing with updating their billing systems.
Graph 5: Closed electricity complaints by primary issue 2012-13
Table 3: Closed electricity complaints by primary issue and type 2012-13
Primary issue Refer back
Refer to
Higher Level Investigation Total
Billing 2,088 2,571 1,057 5,716
Credit 406 586 342 1,334
Transfer 306 463 171 940
Customer service 389 339 40 768
Provision 183 125 69 377
Other 141 45 0 186
Marketing 68 87 14 169
Supply 54 25 16 95
Land 17 5 3 25
TOTAL 3,652 4,246 1,712 9,610
5,716 1,334 940
25

14
Not surprisingly, high bills, errors and delays account for the majority of our electricity billing
investigations (see Table 4).
Credit cases continue to be a cause for concern for our customers, with 13 per cent, or 1,334,
of our electricity complaints relating to this issue.
Table 4: Electricity investigations by primary and secondary issues
Primary issue Secondary issue 2009-10 2010-11 2011-12 2012-13
Billing
High 457 419 377 322
Error 315 183 228 181
Delay 139 70 109 169
Other 131 102 93 87
Tariff 31 25 54 83
Backbill 86 57 49 56
Estimation 54 64 68 49
Meter 62 58 49 40
Rebate/Concession 54 30 18 29
Fees & charges 182 64 25 25
Refund 24 22 23 16
TOTAL 1,535 1,094 1,093 1,057
Credit
Collection 128 146 137 160
Disconnection/Restriction 73 115 121 139
Payment difficulties 58 46 55 43
TOTAL 259 307 313 342
Transfer
Without consent 33 57 38 47
Delay 41 13 26 31
In error 30 55 43 25
Cooling-off rights 11 17 22 19
Billing 24 7 16 15
Site ownership 25 9 26 15
Objection/Rejected by retailer 13 2 9 10
Contract terms 17 25 14 9
TOTAL 194 185 194 171
Provision
Disconnection/Restriction 45 67 105 29
New connection 20 32 23 23
Existing connection 39 20 18 17
TOTAL 104 119 146 69

15
Primary issue Secondary issue 2009-10 2010-11 2011-12 2012-13
Customer
service
Failure to respond 41 27 41 19
Incorrect advice or information 31 24 23 8
Failure to consult or inform 11 15 11 5
Poor service 34 33 32 5
Privacy 1 1 2 2
Poor/Unprofessional attitude 7 5 1 1
TOTAL 125 105 110 40
Supply
Variation 4 4 3 8
Quality 4 1 1 5
Off supply (planned) 4 1 3 2
Off supply (unplanned) 18 9 6 1
Sustainability initiatives 2 1 0 0
TOTAL 32 16 13 16
Marketing
Misleading 55 25 22 7
Other 17 14 2 4
Non account holder 7 2 0 2
Pressure/coercion 11 2 1 1
Information 5 4 1 0
TOTAL 95 47 26 14
Land
Vegetation management 2 4 3 2
Network assets 5 6 3 1
Other 7 7 2 0
TOTAL 14 17 8 3
GRANDTOTAL 2,358 1,890 1,903 1,712

16
Electricity retailers
The tables below track the issues our customers had with retailers over the last four years.
The vast majority (96 per cent) of electricity cases relate to retailers. This year EWOQ closed 9,204
complaints against electricity retailers (seeTables 5 and 6). Billing issues (5,716) increased by 14 per cent,
credit (1,334) was up 13 per cent and transfer issues (940) increased by 12 per cent. Provision complaints
(254) decreased by 26 per cent while marketing complaints (169) fell by 33 per cent.
Table 5: Closed electricity retailer complaints by issue
Primary issue Scheme participant 2009-10 2010-11 2011-12 2012-13
Billing
Origin Energy Electricity Ltd 2,076 2,403 3,115 3,283
AGL Sales (Queensland Electricity)
Pty Ltd
2,015 1,087 672 673
EnergyAustralia Pty Ltd*
0 0 0 611
Lumo Energy 542 353 265 252
Ergon Energy Qld Pty Ltd 164 208 192 246
TRUenergy Pty Ltd**
179 211 521 197
Click Energy Pty Ltd 0 16 46 148
Australian Power and Gas Pty Ltd 6 62 126 139
Powerdirect Pty Ltd 41 53 46 90
QEnergy Pty Ltd 0 0 10 41
Sanctuary Energy Pty Ltd 0 1 6 25
Dodo Power & Gas Pty Ltd 0 0 2 10
Diamond Energy Pty Ltd 0 0 0 1
TOTAL 5,023 4,394 5,001 5,716
Credit
Origin Energy Electricity Ltd 324 498 675 756
Pty Ltd
289 284 270 293
0 0 0 60
TRUenergy Pty Ltd**
27 32 110 36
Lumo Energy 52 37 40 30
TOTAL 790 938 1,178 1,334

17
Transfer
0 0 0 229
TRUenergy Pty Ltd**
36 192 268 183
Pty Ltd
219 181 126 115
Lumo Energy 100 258 143 54
Simply Energy 0 0 0 1
TOTAL 684 959 837 940
Customer
service
Pty Ltd
279 247 160 103
0 0 0 94
TRUenergy Pty Ltd**
35 71 130 38
TOTAL 906 1,039 1,205 657
Provision
Pty Ltd
84 86 49 42
0 0 0 22
TRUenergy Pty Ltd**
5 26 36 21

18
Provision
(cont.)
Momentum Energy Pty Ltd 0 1 1 0
TOTAL 218 320 345 254
Marketing
0 0 0 37
TRUenergy Pty Ltd**
26 141 84 32
Pty Ltd
238 114 49 26
TOTAL 805 636 252 169
Other
Pty Ltd
68 31 44 23
0 0 0 10
TRUenergy Pty Ltd**
8 8 27 4
TOTAL 229 160 279 134

19
Land***
Lumo Energy 1 0 0 0
TOTAL 5 0 0 0
Supply***
Pty Ltd
37 24 0 0
Lumo Energy 8 9 0 0
TRUenergy Pty Ltd 5 5 0 0
TOTAL 146 113 0 0
GRANDTOTAL 8,806 8,559 9,097 9,204
NOTES:
*
EnergyAustralia was previously known as TRUenergy until 1 December 2012.
**
TRUenergy was renamed as EnergyAustralia on 1 December 2012.
***
Due to changes in the categorisation of issues, this data is captured elsewhere.
“THANKYOU SO MUCH FOR ALL OFYOUR HELP.
AS I’M SUREYOU CAN IMAGINE,WE ARE
THRILLED WITHTHE RESULT. IT’S BEEN SUCH
A BATTLE WITH [ENTITY] SINCETHEY CUT OUR
POWER OFF ALLTHATTIME AGO. I’M SO PLEASED
THAT IT’S OVER AND DONE WITH!!”

20
Table 6: Closed electricity complaints by retailer
Scheme participant Primary issue 2009-10 2010-11 2011-12 2012-13
Origin Energy Electricity Ltd
Billing 2,076 2,403 3,115 3,283
Credit 324 498 675 756
Transfer 318 237 228 249
Provision 103 157 192 111
Marketing 375 187 46 57
Other 126 85 144 53
Land*
2 0 0 0
Supply*
79 52 0 0
TOTAL 3,834 4,113 5,142 4,813
AGL Sales (Queensland
Electricity) Pty Ltd
Billing 2,015 1,087 672 673
Credit 289 284 270 293
Transfer 219 181 126 115
Provision 84 86 49 42
Marketing 238 114 49 26
Other 68 31 44 23
Supply*
37 24 0 0
TOTAL 3,229 2,054 1,370 1,275
EnergyAustralia Pty Ltd**
Billing 0 0 0 611
Transfer 0 0 0 229
Credit 0 0 0 60
Marketing 0 0 0 37
Provision 0 0 0 22
Other 0 0 0 10
TOTAL 0 0 0 1,063
TRUenergy Pty Ltd***
Billing 179 211 521 197
Transfer 36 192 268 183
Credit 27 32 110 36
Other 8 8 27 4
Supply*
5 5 0 0
TOTAL 321 686 1,176 511

21
Ergon Energy Qld Pty Ltd
Billing 164 208 192 246
Credit 94 84 47 60
Other 9 19 26 25
Marketing 2 0 0 1
Land*
2 0 0 0
Supply*
13 19 35 0
Transfer 1 6 0 0
TOTAL 331 427 355 391
Lumo Energy
Billing 542 353 265 252
Transfer 100 258 143 54
Credit 52 37 40 30
Other 18 9 16 9
Land*
1 0 0 0
Supply*
8 9 0 0
TOTAL 993 943 560 377
Australian Power and Gas
Pty Ltd
Billing 6 62 126 139
Credit 2 1 23 53
Transfer 0 52 46 38
Provision 0 8 14 10
Marketing 4 48 41 4
Other 0 7 12 2
TOTAL 15 193 296 261
Click Energy Pty Ltd
Billing 0 16 46 148
Transfer 0 8 10 34
Credit 0 0 5 8
Marketing 0 3 0 6
Provision 0 3 0 6
Other 0 1 1 2
TOTAL 0 34 69 222

22
Powerdirect Pty Ltd
Billing 41 53 46 90
Credit 2 2 6 24
Transfer 10 24 7 10
Other 0 0 7 2
Provision 1 4 2 2
Marketing 21 3 0 0
Supply*
2 3 0 0
TOTAL 83 101 83 141
QEnergy Pty Ltd
Billing 0 0 10 41
Credit 0 0 2 11
Transfer 0 1 6 10
Provision 0 0 0 3
Other 0 0 1 2
Marketing 0 0 1 1
Supply*
0 1 0 0
TOTAL 0 2 21 70
Sanctuary Energy Pty Ltd
Billing 0 1 6 25
Transfer 0 0 1 11
Credit 0 0 0 3
Provision 0 2 0 3
Other 0 0 1 2
Marketing 0 0 6 1
TOTAL 0 5 20 59
Dodo Power & Gas Pty Ltd
Billing 0 0 2 10
Transfer 0 0 2 6
Provision 0 0 0 1
TOTAL 0 0 4 18
Simply Energy
Provision 0 0 0 1
Transfer 0 0 0 1
TOTAL 0 0 0 2
Diamond Energy Pty Ltd Billing 0 0 0 1
TOTAL 0 0 0 1
Momentum Energy Pty Ltd Provision 0 1 1 0
TOTAL 0 1 1 0
GRANDTOTAL 8,806 8,559 9,097 9,204
NOTES:
*
Due to changes in the categorisation of these issues, this data is captured elsewhere.
**
***

23
Electricity distributors
The tables below track the issues our customers had with distributors over the last four years.
This year EWOQ closed 406 complaints against electricity distributors, down by 20 per cent on last
year (see Tables 7 and 8). Supply issues (95) increased by nine per cent while land complaints (25)
declined by 32 per cent.
Table 7: Closed electricity distributor complaints by issue
Provision
ENERGEX Ltd 65 78 88 78
Ergon Energy Corporation Ltd 27 35 41 44
Essential Energy 0 2 1 1
TOTAL 92 115 130 123
Customer
service
TOTAL 85 160 189 111
Supply
TOTAL 133 115 87 95
Other
TOTAL 34 43 66 52
Land
TOTAL 42 50 37 25
Billing
TOTAL 25 9 0 0
Credit ENERGEX Ltd 1 0 0 0
TOTAL 1 0 0 0
Transfer Essential Energy 1 0 0 0
TOTAL 1 0 0 0
GRANDTOTAL 413 492 509 406

24
Table 8: Closed electricity complaints by distributor
ENERGEX Ltd
Supply 82 77 61 67
Other 31 40 55 44
Land 29 23 21 17
Billing 19 6 0 0
Credit 1 0 0 0
TOTAL 298 353 376 296
Ergon Energy
Corporation Ltd
Supply 51 38 25 27
Land 13 27 16 8
Other 3 3 11 7
Billing 6 3 0 0
TOTAL 114 137 131 107
Essential Energy
Other 0 0 0 1
Provision 0 2 1 1
Supply 0 0 1 1
Transfer 1 0 0 0
TOTAL 1 2 2 3
GRANDTOTAL 413 492 509 406
“… EXPRESSTO HER MY DEEP GRATITUDE
FOR HER UNDERSTANDING AND FOR
TAKING ON BOARD EVERYTHING I SAID.”

25
Case studies
From $4,800 electricity bill to just $43
The customer had been away from his house for
three months and only had his hot water system,
fridge and freezer running during this time.
On return, his electricity bill was $4,300 – usually
they were around $145. The customer contacted
his retailer who advised that the last read was
estimated so they arranged for a special read
to be taken. He then received a letter apologising
for the error in his bill and a new bill for $4,800.
He then contacted EWOQ for help as he believed
the bill was unreasonably high.
Outcome: On investigation, EWOQ discovered
the customer’s meter had not been read for two
years, so his bills had been issued on estimated
readings which underestimated his energy use.
The retailer acknowledged that they could not gain
access to the meter but only notified the customer
once of the access issues, ten months before he
came to EWOQ. Under the Electricity Industry
Code, retailers must use their ‘best endeavours’
to read the meter at least once every 12 months.
In addition, they can only back-bill for the previous
nine months. Based on this, EWOQ arranged for
the bill to be reissued, bringing the total to $3,857.
However, a meter reading error was identified on
the amended bill which reduced the bill to just $43.
EWOQ advised the customer that he needed to
provide clear and uninhibited access to the meter
to avoid receiving bills based on estimated reads
in the future.
Wrong tariff puts farmer under the pump
A farmer believed his retailer changed the tariff
for his irrigation pump meters without any
consultation, and then overcharged him.
He believed the calculations were wrongly based
on a peak tariff and not the off-peak tariff.
He contacted his retailer but they maintained
the bill was correct and threatened to disconnect
if he did not pay. The farmer contacted EWOQ
for assistance.
Outcome: On investigation, EWOQ confirmed the
farmer’s meters were on a peak tariff and not off-peak.
In addition, the farmer had been undercharged
the access charges for the off-peak tariff. The error
had been made when his account was transferred
to the retailer following deregulation of the
electricity industry. When this was explained
to him, he agreed to pay the money owing.
False electricity account accrues bad debt
After being refused a personal loan, a lady
discovered she had been default listed for a debt
of $743 owed to an electricity retailer. She had
never been a customer of the retailer. When she
contacted the retailer she found that an electricity
account had been established in her name at
her mother’s address without her knowledge
or permission. She attempted to resolve the
issue with the retailer but failing to do so,
contacted EWOQ.
Outcome: When EWOQ contacted the retailer,
they stated the account had been set up in her
name and unless she could prove she did not live
at the address during the period, she was liable
for the debt. The lady was able to provide EWOQ
a number of documents that proved she lived
elsewhere. The electricity retailer accepted this
and removed the debt listing.
Unwanted transfer cancelled
After taking a phone call from an electricity
telemarketer, a man requested a letter outlining
the terms of the contract so he could consider
the details and get back to the retailer if he wanted
to transfer. The man provided his Medicare number
on request for identification purposes but at no
time did he recall agreeing to enter into a contract
with the retailer. He later received the letter
containing terms of the contract but decided to
remain with his current retailer. He then received
a letter from his current retailer advising his
account was being transferred. He contacted
the new retailer and was informed he had agreed
to the transfer and the 10-day cooling-off period had
expired. The new retailer maintained he must have
known he agreed to the new contract when he
provided his Medicare number and would need
to pay the early exit fee if he wished to terminate
the contract.
Outcome: On investigation, it was discovered
the retailer had been informed by the telemarketer
that the customer agreed to the transfer. As the
customer disputed this, the retailer cancelled
the contract without penalty and transferred him
back to his original retailer.

26
Carer battles to set up payment plan
A customer, on a pension caring for her two
children with disabilities, set up a fortnightly
payment plan with her electricity retailer to cover
her bills. Under the plan, payments would be
automatically deducted from her credit card.
Later she was advised a number of payments
were dishonoured by her bank and the plan would
be discontinued. She disputed this as there were
no bank records indicating the retailer had tried to
debit the funds. The plan was reinstated but she
was then told by the retailer that her credit card
number was incorrect. Again, she disputed this
as her retailer had taken payments by the credit
card earlier. In addition she had not received
paperwork for a ‘life support form’ as requested.
The customer contacted EWOQ concerned her bill
was not being paid and that a disconnection would
severely impact her children’s health.
Outcome: EWOQ contacted the retailer to
identify why payments were not being collected.
Bank statements revealed the direct debit
payments were not being dishonoured but further
investigation confirmed her retailer had incorrect
credit card details. As a result of this error,
the retailer credited her account with $1,000
for the missed payments. They also resent the life
support forms, provided Home Energy Emergency
Assistance Scheme application forms and offered
her access to their hardship program.
Failed to tick a box
A resident in a unit block became the authorised
representative on the Body Corporate account
for electricity consumed in the communal area.
She rang the retailer to amend the mailing address
for all future bills and was told it had been updated.
Despite this, she did not receive bills at her address.
She then started receiving overdue accounts, and
later a disconnection notice. Every time she rang
the retailer to check the mailing address, they insisted
it was correct. Frustrated, she contacted EWOQ.
Outcome: EWOQ investigated and discovered
that the address had been updated but the
retailer’s customer service representative failed
to select it as the mailing address. Consequently,
another person was receiving the bills. The retailer
apologised and made a goodwill payment of $142
for the inconvenience caused by their mistake.
Flatmate lands in hot water
A customer contacted EWOQ concerned that
power surges were causing her hot water system
to shut down, leaving her without hot water.
She agreed to refer her case to a higher level with
the distributor.The distributor replaced the relay
which operated on a timer system, turning the
relay on and off at the same time each day.
She thought the case was resolved but when
she lost hot water again, she contacted EWOQ
to investigate.
Outcome: During the investigation additional
testing confirmed the relay was working as
it should. After discussions with the customer,
it was discovered a second person had moved
into the property and used hot water on the
weekend for washing. The problem had been
an overuse of hot water on certain days rather
than a malfunctioning relay or power surges.
The customer was satisfied with these findings
and was able to bring the issue to the attention
of her flatmate.

27
GAS
This year we closed 459 gas complaints, down 39 per cent compared to 2011-12.
Billing remained the biggest complaint for gas customers (263), followed by credit (75) (see Graph 6).
Both of these issues are down (billing by 36 per cent and credit by 24 per cent) on the previous year.
Half of our gas customers were assisted through the Refer to Higher Level process (Table 9).
Graph 6: Closed gas complaints by primary issue 2012-13
CUSTOMER
SERVICE
PROVISION
Table 9: Closed gas complaints by primary issue and type 2012-13
Refer to
Billing 77 136 50 263
Credit 18 38 19 75
Transfer 13 19 8 40
Other 5 2 0 7
Supply 5 1 0 6
Land 1 0 0 1
Marketing 1 0 0 1
TOTAL 141 225 93 459

28
Gas retailers
The tables below track the issues our customers had with gas retailers over the last four years.
EWOQ closed 442 complaints against gas retailers in 2012-13, a drop of 39 per cent on last year.
This was driven by fewer billing complaints (263), down 36 per cent compared to last year, although all
categories of complaint fell during the year including complaints about customer service (69 per cent).
The significant fall in customer service complaints was due to changes in our case categorisation.
Table 10: Closed gas retailer complaints by primary issue
Billing
Origin Energy Retail Ltd 114 144 287 172
AGL Sales (Queensland) Pty Ltd 288 238 115 79
Maranoa Regional Council 0 1 0 2
Western Downs Regional Council 1 0 1 2
TOTAL 406 384 412 263
Credit
TOTAL 39 61 99 75
Transfer
TOTAL 25 51 41 40
Customer
service
TOTAL 51 65 94 29
Provision
TOTAL 23 49 58 29
Other
TOTAL 18 10 19 5
Marketing
TOTAL 10 10 7 1
Supply*
TOTAL 19 21 0 0
GRANDTOTAL 591 651 730 442
NOTES:
*
Due to changes in the categorisation of this issue, this data is captured elsewhere.

29
Table 11: Closed gas complaints by retailer
Origin Energy Retail Ltd
Billing 114 144 287 172
Credit 17 36 66 42
Transfer 13 13 18 20
Other 9 8 16 3
Marketing 3 2 3 0
Supply 14 16 0 0
TOTAL 202 275 491 267
AGL Sales (Queensland)
Pty Ltd
Billing 288 238 115 79
Credit 22 24 33 29
Transfer 12 34 19 15
Other 8 2 2 2
Marketing 7 7 4 1
Supply 5 5 0 0
TOTAL 384 368 222 153
Australian Power and Gas
Pty Ltd
Billing 3 1 9 8
Transfer 0 4 4 5
Credit 0 1 0 4
Other 1 0 1 0
Marketing 0 1 0 0
Provision 0 0 1 0
TOTAL 4 7 16 18
Maranoa Regional Council Billing 0 1 0 2
TOTAL 0 1 0 2
Western Downs
Regional Council
Billing 1 0 1 2
TOTAL 1 0 1 2
GRANDTOTAL 591 651 730 442

30
Gas distributors
This year there were 17 complaints against gas distributors, down 43 per cent on last year. Provision and
supply were the dominant issues for customers, with six complaints each (see Tables 12 and 13).
Table 12: Closed gas distributor complaints by primary issue
Provision
Envestra Limited 1 3 1 4
Allgas Energy Pty Ltd 3 5 7 2
TOTAL 4 8 8 6
Supply
TOTAL 13 14 12 6
Customer
service
TOTAL 8 5 8 2
Other
Western Downs
Regional Council
0 1 0 0
TOTAL 0 3 1 2
Land Allgas Energy Pty Ltd 0 1 1 1
TOTAL 0 1 1 1
Billing Allgas Energy Pty Ltd 1 1 0 0
TOTAL 1 1 0 0
GRANDTOTAL 26 32 30 17
Table 13: Closed gas complaints by distributor
Allgas Energy Pty Ltd
Supply 10 13 9 5
Provision 3 5 7 2
Land 0 1 1 1
Other 0 1 0 1
Billing 1 1 0 0
TOTAL 22 24 22 10
Envestra Limited
Provision 1 3 1 4
Other 0 1 1 1
Supply 3 1 3 1
TOTAL 4 7 8 7
Western Downs
Regional Council
Billing 0 1 0 0
TOTAL 0 1 0 0
GRANDTOTAL 26 32 30 17

31
Case studies
Failure to inform costs dearly
A customer contacted his gas retailer to arrange
for a meter to be relocated due to renovations at
his property. The retailer forwarded the necessary
forms but the customer noted they were for meter
removal rather than relocation. Concerned, he
contacted the retailer and was advised they only
have one form and he should write ‘meter to be
capped at property’ on it.
After the works were completed, the customer
discovered that his supply had been removed and
capped at the gas main. After contacting his retailer
again, he was advised that the retailer had done
as requested and if he wanted supply reconnected
it would cost $1,882. Unhappy with the response,
he contacted EWOQ and, with the customer’s
consent, we referred his case to a higher level
at his retailer. Again his retailer claimed that they
were not in the wrong and the customer had not
told them he was renovating. Unsatisfied with
the response, we launched an investigation for
the customer.
Outcome: EWOQ obtained a voice recording
which confirmed that the customer requested
the gas meter be disconnected and removed
(rather than relocated as he thought), and the gas
service line removed as they would be ‘digging
underground’. However, in Queensland, retailers
must inform customers that meter relocation
is a more cost-effective option than a complete
removal. EWOQ found that the retailer had failed
to provide this advice. The retailer apologised
for their omission and agreed to pay for the service
line to be replaced.
Customer billed for gas meter 600km away
Despite paying her gas bills for over two years
at her home, a customer’s gas supply was
disconnected. When she queried her retailer,
she discovered the account she had been paying
was not for the meter at her premises but for
one located 600 kilometres away.
Her retailer identified the correct meter and
then billed her $500 for usage since the gas
was reconnected. Unable to pay in full by the
due date, the customer tried to set up a payment
plan but experienced difficulty in organising it with
the retailer. Confused about which was the correct
account and receiving payment demands she
was unable to meet, she contacted EWOQ
for assistance.
Outcome: EWOQ confirmed the correct account
and meter number for the customer and negotiated
with the retailer to waive the bills previously paid
for the incorrect meter. The $800 the customer had
paid on the incorrect account was then transferred
to her account. This left a credit on her new
account so a payment plan was no longer required.
In addition, the retailer apologised for their mistake
and offered a goodwill gesture of $50.
Internal mix-up causes connection delay
A customer planned to open a new sushi shop
and needed gas installed to the premises.
He contacted his retailer to arrange the connection
but after three months and numerous requests,
the gas was still not connected. He contacted
EWOQ for assistance. With the customer’s
consent, EWOQ referred his case to a higher level
at his retailer. Despite the customer being told that
connection would take place within seven days,
nothing happened. Several weeks later the
customer again contacted EWOQ for assistance.
Outcome: On investigation, EWOQ found that the
retailer advised the customer that a Gas Supply
Investigation was required. This entailed the gas
distributor conducting a site visit to determine if
a connection could be completed and to provide
a quote for the work. Once a quote is accepted
by the customer, connection is completed within
20 business days. However, EWOQ found that the
customer did not return the quote for some weeks.
Then, once the service order was raised for the
connection, there were further delays with the
distributor which extended the timeframe beyond
20 business days. In light of the delays, EWOQ
was able to negotiate the new connection quickly
and secure a $100 goodwill gesture from the
retailer for not resolving the customer’s complaint
when it was referred to a higher level.

32
Supply disconnected at the wrong house
A customer who was relocating and renovating
her house rang her gas retailer to request a final
read and abolition of the gas meter. She also
established a new gas account for the rental
property she was moving into.
When she moved into the new property she
found the gas disconnected, the road dug up
and the pipe removed.
She contacted her retailer to find out what
happened and was advised they had abolished
the gas supply at her new address – not the old
one as requested. The retailer offered to supply
gas bottles until the gas was reconnected.
The customer was very concerned about safety
if the gas was not disconnected at the old address.
It also delayed the house move by three weeks;
delaying the builders, increasing excavation costs
and incurring additional rental costs.
She contacted EWOQ as the gas bottles were
empty and the gas had still not been reconnected
at the new property. She also sought compensation
for the costs incurred by the wrongful disconnection.
Outcome: EWOQ investigated the case and found
that the retailer had confused the addresses at which
the work was to take place. EWOQ negotiated
$4,100 in compensation to cover the extra
excavation costs, additional rent and a goodwill
gesture. We also negotiated for the gas to be
reconnected quickly at the new premises and
ensured the customer was not liable for any costs
associated with the reconnection.
Wrong email address delays connection
A customer rang EWOQ to advise that she had
been waiting two months for a gas connection to
her newly completed home. When she contacted
the distributor to enquire about progress,
she was given the contractor’s contact details.
On contacting the contractor, she discovered he
had not received the service order to complete
the connection. The customer told EWOQ she was
applying for the Queensland Government’s Building
Boost grant and had been given an extension
of time in which to claim. However, she needed
the gas connected before she could submit
her application.
Outcome: EWOQ investigated her case and found
the distributor had caused the delay as they used
an incorrect email address to send the service
order to the contractor. EWOQ was able to
organise the gas connection to be completed
within two days and in time for her to apply for
the building grant.
“… I REALISED JUST HOWTHANKFUL I WAS
FORTHE ASSISTANCE GIVENTO ME BYYOU
GUYS INTHE OMBUDSMAN’S OFFICE.”

33
WATER
This year we closed 436 water complaints, down 41 per cent on last year. Half of these were refer
backs, 33 per cent were Refer to Higher Level and 17 per cent were investigations (see Table 14).
As with electricity and gas, billing was the major issue for water customers (see Graph 7).
Graph 7: Closed water complaints by primary issue 2012-13
Table 14: Closed water complaints by primary issue and case type 2012-13
Refer to
Billing 155 110 55 320
Credit 10 16 5 31
Other 18 6 0 24
Provision 8 6 0 14
Supply 4 0 7 11
Land 1 1 4 6
TOTAL 218 145 73 436

34
Water retailers
The tables below track the issues our customers had with retailers over the last three years.
This year EWOQ closed 391 complaints against water retailers. This is down by 41 per cent on last year.
This fall in complaints can be attributed to the disestablishment of Allconnex Water and transfer of its
responsibilities to the Gold Coast, Logan and Redland City Councils. In 2011-12 we received 255 billing
complaints against Allconnex Water. However, the combined number of complaints against these
councils in 2012-13 was only 88. Billing complaints (320) fell by 30 per cent while credit complaints (34)
rose by 36 per cent.
Table 15: Closed water retailer complaints by primary issue
Primary issue Scheme participant 2010-11 2011-12 2012-13
Billing
Unitywater 89 104 133
Queensland Urban Utilities 62 96 99
Gold Coast City Council 0 0 58
Logan City Council 0 0 18
Redland City Council 0 0 12
Allconnex Water*
161 255 0
TOTAL 312 455 320
Credit
Unitywater 2 4 25
Allconnex Water*
3 13 0
TOTAL 5 25 31
Customer
service
Unitywater 10 19 9
Allconnex Water*
26 57 0
TOTAL 41 91 21
Other
Unitywater 21 16 5
Allconnex Water*
39 48 0
TOTAL 72 83 11
Provision
Unitywater 1 1 3
Allconnex Water*
3 4 0
TOTAL 7 8 8
GRANDTOTAL 437 662 391
NOTES:
*
Allconnex Water was disestablished on 30 June 2012. Its water and wastewater services were transferred to Gold Coast,
Logan and Redland City Councils.

35
Table 16: Closed water complaints by retailer
Scheme participant Primary issue 2010-11 2011-12 2012-13
Unitywater
Billing 89 104 133
Credit 2 4 25
Customer service 10 19 9
Other 21 16 5
Provision 1 1 3
TOTAL 123 144 175
Queensland Urban Utilities
Billing 62 96 99
Credit 0 8 4
Other 12 19 4
Provision 3 3 4
TOTAL 82 141 118
Gold Coast City Council
Billing 0 0 58
Credit 0 0 2
Other 0 0 2
Provision 0 0 1
TOTAL 0 0 67
Logan City Council
Billing 0 0 18
TOTAL 0 0 19
Redland City Council Billing 0 0 12
TOTAL 0 0 12
Allconnex Water*
Billing 161 255 0
Credit 3 13 0
Other 39 48 0
Provision 3 4 0
TOTAL 232 377 0
GRANDTOTAL 437 662 391
NOTES:
*

36
Water distributors
The tables below track the issues our customers had with distributors over the last three years.
In 2012-13, EWOQ closed 45 complaints against water distributors, a decrease of 42 per cent
on last year.
Table 17: Closed water distributor complaints by primary issue
Primary issue Scheme participant 2010-11 2011-12 2012-13
Supply
Unitywater 3 6 3
Allconnex Water*
0 2 0
TOTAL 5 14 11
Customer
service
Unitywater 7 4 4
Allconnex Water*
4 11 0
TOTAL 20 19 9
Land
Unitywater 0 6 2
Allconnex Water*
9 8 0
TOTAL 9 18 6
Provision
Unitywater 0 1 3
Allconnex Water*
1 1 0
TOTAL 1 5 6
Other
Unitywater 0 8 5
Allconnex Water*
0 11 0
TOTAL 1 21 13
GRANDTOTAL 36 77 45
NOTES:
*

37
Table 18: Closed water complaints by distributor
Scheme participant Primary issue 2010-11 2011-12 2012-13
Queensland Urban Utilities
Other 1 2 7
Supply 2 6 6
Provision 0 3 3
Land 0 4 2
TOTAL 12 19 21
Unitywater
Other 0 8 5
Provision 0 1 3
Supply 3 6 3
Land 0 6 2
TOTAL 10 25 17
Logan City Council
Land 0 0 2
Supply 0 0 1
TOTAL 0 0 4
Gold Coast City Council
Other 0 0 1
Supply 0 0 1
TOTAL 0 0 3
Allconnex Water*
Land 9 8 0
Other 0 11 0
Provision 1 1 0
Supply 0 2 0
TOTAL 14 33 0
GRANDTOTAL 36 77 45
NOTES:
*

38
Case studies
Pensioner swimming in debt
A customer received a very high bill and contacted
her water distributor-retailer. She was advised
to engage a plumber as she could have a leak.
No advice was provided about conducting her own
test (which is a simple matter of turning off all taps
and monitoring the water meter). As the customer
was on a pension and had little money, she tried to
find the leak herself. When she thought she found it,
she engaged a plumber who assured her that the
leak was fixed.
She then received a second high bill. The customer
engaged another plumber who found a concealed
leak under a concrete pathway. By then, the
customer owed $3,720 in water charges.
She contacted her distributor-retailer again
to explain her situation. She was advised to
complete a concealed leak application form.
Many distributor-retailers are prepared to provide
a rebate to a customer where excessive amounts
of water are used because of concealed leaks on
the customer’s property.
The customer completed the form and later
received a rebate to the value of 239 kilolitres.
The customer contacted the distributor-retailer
as she was unhappy with the amount of the rebate
given their policy allowed for up to a 500 kilolitre
rebate. She was told that a representative would
contact her. Instead, she received an email advising
that she was not entitled to any further rebate.
She was also informed that late payment interest
fees would accumulate if she did not pay
the account.
The customer contacted EWOQ confused – she
thought she would receive notification alerting her
to high usage but this did not occur. She was also
concerned that she could not afford to pay the bill
and had not received enough assistance when
she first contacted the distributor-retailer.
Outcome: EWOQ contacted the distributor-retailer
to investigate the case. When they reviewed the
customer’s file, an error was found in assessing
the amount of water consumed during the relevant
period, resulting in an additional rebate of $337 for
the customer. EWOQ also negotiated a waiver of
late payment interest fees, reducing the debt by
another $208. We then arranged a payment plan for
the customer to pay off the remaining account in
affordable fortnightly instalments.
EWOQ also informed the customer that under the
Customer Water and Wastewater Code, distributor-
retailers are not required to notify customers of
excessive water consumption, although some will
provide the information as a customer service.
Property transfer causes trouble
A customer purchased a property and commenced
receiving water bills, which she paid. Later the bills
stopped. After a lapse of 12 months she received a bill
for $2,600. She contacted her water distributor-retailer
who advised that there had been a mix-up with her
account and somebody else had been paying the bills.
Concerned, she contacted EWOQ for assistance.
Outcome: On investigation, EWOQ discovered the
property was previously owned by the Queensland
Housing Commission (QHC) and classified as a
multi-dwelling. Ownership was transferred to the
customer when she purchased the property but the
QHC was still showing as the owner in the distributor-
retailer’s records. This error occurred when water
services were transferred from the local council to
the distributor-retailer. The distributor-retailer then
incorrectly placed the property on the master list
which contained all properties owned by QHC in
their service area, adding to the confusion.
Accounts were then sent to the QHC instead of the
customer. The error was realised some time later
and the QHC notified the distributor-retailer they no
longer owned the property. The account was sent to
the customer but by this stage she owed $2,818.
During the investigation EWOQ also discovered the
customer had been charged at non-residential rates
even though the property had been reclassified
to residential following renovations after she
purchased it. The distributor-retailer reimbursed
$700 for the overcharged rates and offered a $350
goodwill gesture for their errors. EWOQ also
negotiated for the customer to pay the balance
through an affordable payment plan.
Offer from water distributor fair and reasonable
A customer’s sewerage system overflowed and
flooded his house and garden. As a consequence,
he and his family had to immediately leave their
house for several weeks while the property was
sterilised, and furniture and carpets replaced.
A plumber identified the problem as an unintentional
bow, or bend, in a section of the sewerage pipe
which caused a blockage.The water distributor-
retailer also carried out an investigation and initially
decided to replace the pipe. However, this would
have been an expensive option and have a severe
impact on neighbours. Instead, the line was flushed
and the blockage cleared.The distributor-retailer also
recommended that the customer install a reflux
valve on his property which they offered to pay for.
The customer contacted EWOQ concerned about
the risk of another blockage and dissatisfied with the
distributor-retailer’s refusal to replace the pipe.

39
Outcome: EWOQ took up the matter with the
distributor-retailer and was advised that the bend
in the line at the customer’s premises was minor
and the most effective method of minimising
the risk of blockage was to clean and monitor
the sewer lines every six months. The customer
still felt this solution was ineffective and
an unsatisfactory response. EWOQ further
investigated but the distributor-retailer maintained
that they had offered the best possible solution.
As an outcome could not be reached, the matter
was escalated to the Ombudsman. On reviewing the
facts, it was considered that the distributor-retailer
had made a fair and reasonable offer – which
included regular maintenance and reimbursement
of the cost of upgrading the customer’s private
network should he choose to do so.
Customer met halfway for repairs
A customer’s sewerage was blocked
and overflowing at her home so she called
a plumber who checked the pipes and partly
cleared the blockage.
As the location of the blockage meant the
distributor-retailer was responsible for repairs,
the plumber contacted them and was told to clear
the blockage himself. Excavation work was needed
to access the pipes, and as a result, garden paving
and a retaining wall were damaged. The plumber
invoiced the customer $2,719 which she then
claimed from the water distributor-retailer.
The distributor-retailer denied the claim as they
were not given the opportunity to fix the problem
themselves (as per their policy). Customer service
telephone recordings confirmed that the plumber
had not been asked to clear the blockage.
The distributor-retailer also stated the blockage
could have been repaired without excavation
thereby minimising the damage to the
customer’s property.
Nevertheless, in an attempt to resolve the issue,
the distributor-retailer offered $1,446 for repairing
the sewer connection. The customer was unhappy
with the offer and believed all costs should have
been covered. She then sought assistance
from EWOQ.
Outcome: EWOQ advised the customer that
the offer was fair and reasonable given the
plumber’s misunderstanding and the expectation
he should have known not to fix damage in view
of the responsibilities of the water distributor-retailer.
The customer then accepted the distributor-
retailer’s offer.
Misinformed customer reimbursed
One Friday afternoon, a customer discovered
his toilet overflowing and sewage flowing into
the garden. He called a plumber to fix the overflow
which attracted after-hours penalty rates.
The customer phoned his water distributor-retailer
to discuss the situation and obtain a map of the
sewerage line to confirm the position and ownership
of the line where the blockage occurred. He was
advised that no map was available. The private
plumber then excavated and found that due to the
location of the blockage responsibility for repair lay
with the distributor-retailer. The plumber called the
distributor-retailer who cleared the blockage.
The customer received a $2,090 bill from
the plumber and sought restitution from the
distributor-retailer. The distributor-retailer offered
$550, to meet the cost of the plumber finding the
blockage after hours. They refused to reimburse
the cost of the excavation works. The customer
felt this outcome was unsatisfactory as he had
been told the distributor-retailer would cover all
costs. Unable to achieve a resolution, he contacted
EWOQ for assistance.
Outcome: The water distributor-retailer eventually
accepted that the customer believed he had been
informed they would cover the plumbing costs,
and offered another $500, bringing the total
reimbursement to $1,050. The customer was
satisfied with this outcome.

40
SYSTEMIC ISSUES
A systemic issue is a problem a customer has
with an energy or water supplier which affects,
or has the potential to affect, more than one
customer. The issue may arise for any number
of reasons including human error, inadequate
planning, the absence of policies or procedures,
poor training or failed systems. We identify
potential systemic issues in a number of ways:
• investigation staff monitor complaints and
identify potential systemic issues through our
case management system
• the Policy and Research Team (PRT)
reviews the complaints identified as potential
systemic issues and takes necessary action.
PRT officers also liaise closely with investigation
staff to monitor complaint trends
• advice from the Advisory Council and
collaborative relationships with scheme
participants, government agencies, and other
ombudsmen colleagues ensure we stay abreast
of current and emerging systemic issues
• on occasions, scheme participants will inform
us of a systemic issue, for example, a water
distributor-retailer informed EWOQ that they
duplicated the direct debit payments of
1,600 customers
• a Systemic Issues Monitoring Committee
which meets regularly to identify and discuss
current and emerging systemic issues.
When a systemic issue is identified, we provide
detailed information immediately to the scheme
participant about the issue and the customers
affected. We also provide advice as to how we
would like to see the issue resolved and the steps
required to avoid recurrence.
We also advise the appropriate regulatory agency
of any systemic issue that could constitute a
legislative code or license breach, or violation.
EWOQ does not possess any enforcement or
prosecution powers.
Systemic issues in 2012-13
Systemic issues have increased by 110 per cent
this year to 166, up from 79 last year (see Table 19).
The increase was due to improvements in our
identification, monitoring, recording and case
management of systemic issues and the work of
the Systemic Issues Monitoring Committee which
was established in 2013.
Billing systemic issues were more than double
this year. This increase was due to our improved
identification processes and the increased number
of systemic billing issues we investigated this year.
Transfer issues also increased from two last year
to seven this year. This related to issues with
marketing, and practices which saw customers
being transferred without consent.
The increase in credit systemic issues related to
scheme participants not giving adequate, or any,
notice regarding debt collection activity.
Table 19: Closed systemic issues
Issue 2011-12 2012-13
Billing 27 69
Marketing 28 32
Other 5 29
Customer service 9 22
Transfer 2 7
Credit 0 4
Provision 7 1
Supply 1 1
Water 4 1
TOTAL 83 166

41
Case studies
New system delays bills
A customer installed a solar system and soon
after received a bill which failed to include a credit
for his solar energy generation. The customer
queried the account and was told a revised bill
would be sent out but no further accounts were
ever received. When he contacted his retailer again
requesting the amended bill, he was given a variety
of reasons for the delay and an array of timeframes
in which to expect the bill. Unhappy with the poor
customer service, the customer contacted EWOQ
to receive his solar credits and to change retailers
without penalty fees.
Outcome: EWOQ investigated the case and was
advised by the retailer that errors had occurred
when they changed billing systems and transferred
customers to the new system. This affected
many other customers, not just solar customers.
Unfortunately they could not say when the issue
would be rectified. However, they agreed to
transfer any affected customers without penalty
and ensure solar customers would receive the
credits due to them.
Suspicious conduct leads to marketing complaint
A customer advised EWOQ that he was
approached at home by a marketer wearing the
uniform of a particular electricity retailer.
During the conversation with the customer the
marketer kept changing the name of the company
he was working for. Eventually, the customer
closed the door on the marketer.
The customer was concerned about the marketer
misrepresenting himself, especially since he had
previously experienced conduct like this with
other marketers.
Outcome: This complaint was considered a
systemic issue as it was likely that the marketer
was using similar practices with other residents.
EWOQ found that the marketer had already been
suspended and was under investigation by Energy
Assured Limited, which monitors the industry code
of practice for door-to-door marketing.
Block delays bills
A number of customers contacted EWOQ to report
they had not received electricity bills in nine months
or more. Several noted that their meters had been
read previously but no accounts were received.
Outcome: EWOQ’s investigation discovered
that the retailer had instigated a ‘bill block’ (billing
deliberately halted) to delay billing for customers
while it resolved technical issues related to a
systems migration project. The retailer contacted
EWOQ’s customers to inform them of the event,
sent out a letter to other affected customers and
trained call centre staff in dealing with billing
delay enquiries. The retailer also established a
dedicated project team to reduce the billing delays
and provided EWOQ with regular updates on the
number of customers affected over the course
of the project.
Incorrect interest charges
A water distributor-retailer incorrectly charged
interest to approximately 1,600 customer accounts.
Outcome: EWOQ investigated the issue and
found that there had been a technical failure with
the retailer’s billing systems. The retailer advised
EWOQ that they were fixing the issue and all
affected customers would be notified and have
the interest charges reversed. They also advised
EWOQ that their Customer Service Team had been
briefed to ensure that customers calling in about
the issue were fully informed of the actions being
taken by the retailer.

42
OUR PERFORMANCE
The Australian Government developed benchmarks for industry-based customer dispute resolution schemes
which we (and many other ombudsmen offices) use to measure the overall performance of our office.
These benchmarks are:
EWOQ plans its activities and measures its success against these benchmarks. In addition,
we must meet these benchmarks to continue our membership of the Australian and New Zealand
Ombudsman Association.
We continue to exceed our service standards as outlined in 2012-13 Queensland State Budget –
Service Delivery Statements – Energy and Water Ombudsman Queensland (see Table 20).
These standards form part of the Queensland Government’s Performance Management Framework.
Table 20: Service standards 2012-13
Energy and Water Ombudsman Queensland Notes
2012-13
Target/Est.
2012-13
Actual
Service standards
Percentage of customers who rate the
performance of the Energy and Water
Ombudsman Queensland as satisfactory or better.
1 N/A N/A
Other measures
Percentage of complaints received which
are completed by the Energy and Water
Ombudsman Queensland.
95% 99%
Energy and water consumer complaints
resolved within agreed standards.
90% 99%
NOTES:
1 EWOQ conducts Customer Satisfaction Surveys on a biennial basis. As a result, no target has been set for 2012-13.
During the financial year, the Advisory Council accepted the Energy and Water Ombudsman’s
recommendation to conduct an independent organisational review. As part of the independent
organisational review, a customer satisfaction survey and staff survey were conducted in the latter part
of the financial year. The results of the customer satisfaction survey are that 82 per cent of customers
rated the performance of EWOQ as satisfactory or better and 92 per cent of customers would
recommend EWOQ to a friend if they had an energy or water complaint they could not resolve.
Finalising disputes
If EWOQ cannot get the parties to informally accept the outcome of an investigation, there are
a number of ways the matter can be finalised.
Firstly, a decision can be made under section 22 of the Act to not investigate or to discontinue
the investigation. There were 30 cases finalised in this way in 2012-13.
SCHEME
PERFORMANCE
• accessibility
• independence
• fairness
• accountability
• efficiency
• effectiveness.

43
EWOQ has seen a steady increase in cases received and closed over the past four years (see Graph 9).
In 2012-13, we received 14,266 cases (six per cent increase) and closed 14,096 cases, a four per cent
increase on the previous year.
Graph 9: Cases received and closed year by year
ANNUAL REPORT 2012-2013
Secondly, the Energy and Water Ombudsman may decide under section 34 (2) of the Act to make or
not to make an order in favour of a customer. Among other things, the Ombudsman can order energy
and water suppliers to:
• pay compensation
• provide a non-monetary solution
to remedy the dispute
• perform corrective work
All investigations closed in 2012-13 were resolved by negotiation or conciliation and did not progress
to a final order.
Graph 8: Cases received and closed 2012-13
• amend a stated charge under the Act
• cancel a negotiated contract
• do or stop doing something.

44
Although there was a six per cent increase in cases received in 2012-13, EWOQ took less time
to close them, see Graph 10.
Graph 10: Average days to close cases by month*
NOTES:
* Rounded.

45
Ninety-one per cent of EWOQ’s cases were resolved within 28 days, 97 per cent within 60 days and 99 per cent were
resolved in less than 90 days (Table 21). Given the increase in cases closed this year, EWOQ is continuing to perform well.
Table 21: EWOQ performance targets – time taken to resolve complaints
2009-10 2010-11 2011-12 2012-13
Less than 28 days 11,274 90% 11,665 92% 12,120 90% 12,889 91%
Less than 60 days 12,017 95% 12,345 97% 12,923 96% 13,697 97%
Less than 90 days 12,272 97% 12,542 99% 13,260 98% 13,932 99%
Over 90 days 318 3% 160 1% 262 2% 164 1%
Despite a 13 per cent decrease in 2012-13, Referral to Higher Level (RHL) cases (4,616) continue to be an efficient
and effective option for customers to resolve their routine complaints (see Graph 11).
Overall, investigations decreased by 13 per cent to 1,878. Investigations can be level 1, 2 or 3 depending on the time
taken to resolve the issue.
Meanwhile, refer back to scheme participant (4,011) increased by 10 per cent and general enquiries (1,243) stayed at
the same level.
If a case is outside EWOQ’s jurisdiction they will be referred to another organisation to deal with. Referrals doubled from
1,175 to 2,348 in 2012-13.
Graph 11: Closed case types
1
3
2

46
“ONCE AGAIN, ITHANKYOU AND ITHANK
YOUR OFFICE. I KNOW MY ELDERLY AUNT
AND UNCLE ARE GREATLY RELIEVED AS
THEY COULD NOT HAVE COPED WITHTHIS.”
Graph 12 shows a significant increase in referrals to the Office of Fair Trading in 2012-13. Solar issues
accounted for 655 of these referrals, while there were 390 bulk hot water referrals, 41 bottled gas
referrals and 88 other issues. Solar related issues such as changes to the solar bonus scheme also led
to an increase in referrals to the Department of Energy and Water Supply.
To assist customers in directing their enquiries to the most appropriate agency, EWOQ established
an online complaints portal – more information on this can be found on page 51.
Graph 12: Cases referred to other organisations
NOTES:
*
Includes DEWS and the Queensland Water Commission.
**
Other agencies are those which EWOQ does not have a Memorandum of Understanding, e.g. other industry
ombudsmen schemes.

47
SCHEME PARTICIPANT PERFORMANCE
Graph 13 and 14 show how complaints were dealt with for each scheme participant.
See Appendix 3 for a list of EWOQ’s scheme participants in 2012-13.
Graph 13: Energy retailers’ performance 2012-13
NOTES:
Companies who received less than 20 complaints have not been included in the graphs. The customer numbers reflect the
company’s small customer base in Queensland only.
*
***

48
Tables 22, 23 and 24 show the complaint numbers in comparison to the scheme participants’
customer base in Queensland. This gives a better indication of a scheme participant’s performance
than complaint numbers alone.
Table 22: Energy retailers’ performance 2012-13
Energy retailers Refer back RHL Investigation Total
Over 500,000 customers
Origin Energy Electricity Ltd 1,652 2,199 962 4,813
100,000 to 500,000 customers
AGL Sales
(Queensland Electricity) Pty Ltd
490 545 240 1,275
50,000 to 100,000 customers
408 455 200 1,063
Under 50,000 customers
TRUenergy Pty Ltd**
150 296 65 511
Lumo Energy 138 180 59 377
Maranoa Regional Council 1 1 0 2
Diamond Energy Pty Ltd 1 0 0 1
Momentum Energy Pty Ltd 0 0 0 0
NOTES:
*
**

49
Graph 14: Energy distributors’ performance 2012-13
Table 23: Energy distributors’ performance 2012-13
Energy retailers Refer back RHL Investigation Total
Under 50,000 customers
Maraona Regional Council 0 0 0 0
NOTES:
“… ALSO WANTEDTO PASS ALONG HIS
GRATITUDE FOR [THE] ASSISTANCE AND
SPEEDY RESOLUTION INTHE MATTER.”

50
Table 24: Water distributor-retailers’ performance 2012-13
Water distributor-retailers Refer back RHL Investigation Total
Queensland Urban Utilities 67 45 27 139
100,000 to 500,000 customers
Unitywater 95 74 23 192
Gold Coast City Council 35 18 17 70
Logan City Council 13 6 4 23
Redland City Council 8 2 2 12
NOTES:
Companies who received less than 20 complaints have not been included in the graphs. The customer numbers reflect
the company’s small customer base in Queensland only.
Graph 15: Water distributor-retailers’ performance 2012-13
SCHEME PERFORMANCE

51
In line with our strategic priorities, EWOQ
continued to raise consumer awareness of
our services in 2012-13 and work collaboratively
with our partners.
Promoting the scheme
across Queensland
EWOQ travelled throughout Queensland promoting
our services.
BringYour Bills
Bring Your Bills days, where people can bring their
energy or water bills to EWOQ staff for assistance,
were attended across the state. These were held
in Bundaberg, Dalby, Emerald, Gayndah, Laidley,
Logan, Mackay, Murgon, Nambour, Rockhampton
and Toowoomba.
Presentations
EWOQ staff attended a number of community
events and meetings to discuss our role.
These included:
• Marlin Coast Senior’s Day, Cairns
• Multicultural Senior’s Week,
African Community Foundation Australia
• Annual General Meeting,
Queensland Council of the Ageing
• Ethnic Communities Council of Queensland
• Uniting Community Care
• Annual General Meeting, Queensland Country
Women’s Association, Toowoomba
• Yarrabah Aboriginal Shire Council
• The Salvation Army, Sunshine Coast
• Welcome to Cairns Expo 2013,
Defence Community Organisation
• Annual Conference, Financial Counsellors’
Association Queensland, Gold Coast
• Migrant Services Day, TAFE, Cairns
Officers also travelled to many regional
Queensland centres to promote the Ombudsman
scheme including Bundaberg, Bargara, Biloela,
Moura, Theodore, Maryborough, Capricorn Coast,
Mount Isa, Mt Morgan, Gayndah, Biggenden,
Mundubbera, and Murgon.
Media
During the year, EWOQ distributed 14 media releases
statewide and received 34 media mentions.
Highlights include interviews with WIN TV News
and ABC local radio around the state.
Online
With an increasing number of people
contacting EWOQ with complaints outside
our jurisdiction, the Complaints Portal
(www.energyandwatercomplaintsqld.com.au)
guides customers through their issue and
directs them to the organisation that can
assist them best. EWOQ, Australian Energy
Regulator, Australian Competition and Consumer
Commission, Department of Energy and Water
Supply, Office of Fair Trading, Queensland
Competition Authority and Queensland
Ombudsman have all taken part in developing
the website.
EWOQ’s website (www.EWOQ.com.au) has also
seen increased activity in 2012-13 with 37,798 visits
recorded, up eight per cent on last year.
PROMOTING
THE SCHEME

52
Stakeholder engagement
In 2012-13, EWOQ continued to engage with
our stakeholders through the following activities:
• regular meetings with our scheme participants
to discuss operational issues
• participating in the Queensland Council
of Social Service Energy Consumer
Research Showcase
• attending the Australian Energy Regulator/
Australian Competition and Consumer
Commission Customer Consultative
Group meetings
• providing EWOQ material to State and
Federal Members of Parliament
• taking part in the Minister for Energy
and Water Supply’s Consumer and Retail
Reference Group meetings
• entering into Memoranda of Understanding
with the Department of Energy and
Water Supply, Office of Fair Trading, and the
Queensland Ombudsman
• attending the Queensland Competition Authority
Consumer Advisory Committee meetings
• participating in the Home Energy Saver
Scheme teleconferences.
ANZOA and ANZEWON
EWOQ maintains its strong relationship with
Australian and international ombudsmen networks;
Australian and New Zealand Ombudsman
Association (ANZOA), and Australia and
New Zealand Energy and Water Ombudsman
Network (ANZEWON).
The Energy and Water Ombudsman met with
ANZEWON members in November 2012 and
April 2013 and informally throughout the year.
EWOQ staff participated in monthly systemic
issues meetings with ANZEWON and quarterly
meetings with ANZOA interest groups to discuss
common issues such as human resources,
communication, policy and strategic development,
and first contact staff.

53
Since its establishment in 2007, EWOQ has
provided dispute resolution services to over 73,500
Queenslanders. We were there to provide help
when full retail competition was introduced in
the energy market and now we also help water
customers in south east Queensland.
Our staff
EWOQ has three teams who work under the
leadership of the Energy and Water Ombudsman:
• Operations
o Led by John Jones,
General Manager Operations.
o Three regional offices located in Brisbane,
Rockhampton and Cairns.
o Responsible for the day-to-day dispute
resolution and investigation of complaints and
identifying systemic issues.
The South Queensland region encompasses
the Gold Coast in the south, Gympie to the north,
and west to the South Australian border.
The Central Queensland region covers the
area north of Gympie to Mackay and west to
the Northern Territory border.
The North Queensland region is north of Mackay
(including the Torres Strait islands) to Mount Isa
in the west.
• Corporate Services
o Led by Lyn Stevens, Manager
Corporate Services.
o Provides the essential services vital
for the day-to-day running of EWOQ,
including finances, records management,
information technology, human resource
services and administration.
o Provides training and professional
development to staff.
o Provides secretarial support to
the Advisory Council for the Energy
and Water Ombudsman.
• Policy and Research
o Led by Ilona Cenefels,
Manager Policy and Research.
o Responsible for leading and
coordinating research, analysis
and the development of strategic, operational
and corporate policies.
o Responsible for marketing
and communication.
o Manages Quality Assurance activity.
o Monitors, identifies and reports
on systemic issues.
Executive management
The Executive Management Group assists the
Energy and Water Ombudsman in the stewardship
of EWOQ and plays an important role in:
• setting and monitoring the strategic direction
• monitoring financial and non-financial
performance
• promoting innovation, research, continuous
improvement and quality client service
• ensuring the optimum use of human, financial
and information resources and infrastructure.
Its members are:
• Energy and Water Ombudsman (chair)
• General Manager Operations
• Manager Corporate Services.
The Manager, Policy and Research also attends
Executive Management Group meetings as
an observer.
OUR
ORGANISATION

54
Corporate governance
A number of other committees oversee EWOQ’s
corporate governance including:
Senior Management Group
Contributes to developing EWOQ’s strategic
direction, provides business and operational
direction in line with the strategic direction,
and ensures good corporate governance as
required by the Act.
Its members are:
• General Manager Operations (chair)
• Energy and Water Ombudsman
• Manager Corporate Services
• Manager Policy and Research
• Regional Managers of South
Queensland, Central Queensland
and North Queensland regions.
Audit and Risk Management Committee
Review the performance of audit services
and reports, and progress with implementing
strategies to address key risks. It reports
directly to the Energy and Water Ombudsman.
Other responsibilities include:
• reviewing EWOQ’s Annual Audit Work Plan
and subsequent amendments to ensure
optimal cost-effective internal audit reports
• ensuring that appropriate follow-up action
is taken in respect of internal audit reports
• promoting proper coordination with other
internal and external review activities
including, follow-up as necessary of
the Auditor-General’s reports
• reviewing the scope and quality of
work performed by audit services
• the appropriate monitoring of the impact
of changes to the risk profile of EWOQ.
The Committee conducts its activities in
accordance with Queensland Treasury’s
Audit Committee Guidelines.
Its members are:
• Regional Manager, South Queensland (chair)
• Independent external member
with relevant experience
• Energy and Water Ombudsman (observer)
• Manager Corporate Services (observer)
• Queensland Audit Office representative
(observer)
• Corporate Administration Agency audit
representative (observer).
Information Steering Committee
Provides strategic information management and
advice to the Energy and Water Ombudsman by:
• endorsing information and communication
technologies (ICT) policies and standards
• developing ICT strategic plans
• monitoring performance of core
business systems
• overseeing significant ICT projects
• monitoring performance of shared
service providers
• ensuring compliance with whole-of-government
information technology policies and standards.
Its members are:
• Energy and Water Ombudsman (chair)
• Manager Corporate Services
• Regional Manager, Central Queensland
• Corporate Administration Agency (CAA)
IT representative
• Senior Information Technology
Officer (observer).

55
EWOQ workforce
The 41 full-time equivalent positions below comprised EWOQ’s structure as at 30 June 2013.
Executive Support Officer
Manager,
Corporate
Services
Principal
Finance
Officer
Senior
Investigation
& Conciliation
Officer (Based in
Rockhampton)
Senior
Investigation
& Conciliation
Officer (Part-time)
Senior
Investigation
& Conciliation
Officer (Part-time)
Senior
Communication
& Marketing
Officer
Principal
Training &
Development
Officer
Senior
Information
Technology
Officer
Regional Manager
North Queensland
Region
Senior
Enquiry
& Referral
Officer
Investigation
& Conciliation
Officer
Investigation
& Conciliation
Officer
Investigation
& Conciliation
Officer
Investigation
& Conciliation
Officer
Regional Manager
Central Queensland
Region
Regional Manager
South Queensland
Region
Team Leader –
Investigation
& Conciliation
Officer
Investigation
& Conciliation
Officer
Investigation
& Conciliation
Officer
Investigation
& Conciliation
Officer
Investigation
& Conciliation
Officer
Team Leader –
Investigation
& Conciliation
Officer
Investigation
& Conciliation
Officer
Investigation
& Conciliation
Officer
Investigation
& Conciliation
Officer
Team Leader -
Investigation
& Conciliation
Officer
Investigation
& Conciliation
Officer
Investigation
& Conciliation
Officer
Investigation
& Conciliation
Officer
Investigation
& Conciliation
Officer
Team Leader -
Investigation
& Conciliation
Officer
Energy andWater
Ombudsman
General Manager
Operations
Enquiry
& Referral
Officer
Enquiry
& Referral
Officer
Enquiry
& Referral
Officer
Manager,
Policy and
Research
Research and
Systemic
Issues Officer
Senior
Systems
Analyst
Senior
Corporate
Support Officer
Corporate
Support
Officer
EWOQ had 39 full-time equivalent staff employed on a permanent basis throughout Queensland.
The percentage of permanent employees still employed at 30 June 2013 is 89.7 per cent and the
percentage of permanent employees who have separated from EWOQ during 2012-13 is 10.3 per cent.
Whilst EWOQ has been fortunate in having a stable workforce, regular reviews of recruitment
strategies and processes ensures new employees are appropriately skilled and able to perform the role
to a high standard.
EWOQ did not make any offers of early retirement, redundancy or retrenchment during 2012-13,
nor did we participate in any voluntary separation programs.
EWOQ offers a number of options that promote work-life balance for our employees.These include flexible
working hours, family leave provisions and flexible return-to-work options for parents of young children.

56
Training and development
With the appointment of a Principal Training and
Development Officer in October 2012, monthly
training programs were implemented for all staff
and, for the first time, we offered leadership
training to current managers and future leaders.
Our induction program was also restructured
to provide consistent, comprehensive and holistic
information about the organisation and the
work we do. This has enabled new staff to quickly
become efficient and effective in their roles.
The Training and Development Officer has
also mapped our business processes, linking
procedures and the complaint management
system, enabling more consistent practices
across all offices.
Public sector ethics
New staff receive training during their induction
period and the Code of Conduct for the Queensland
Public Service is available on the intranet for all
staff to access. In 2013-14, EWOQ will implement
online training annually.
Staff also received training from the Office of the
Information Commissioner on privacy legislation.
In addition, the Queensland Ombudsman
delivered Good Decisions training to Investigation
and Conciliation Officers on good record-keeping,
making fair and lawful decisions, and communicating
decisions effectively.
Consultancies and overseas travel
Information on consultants engaged by EWOQ,
and overseas travel, are published through the
Queensland Government’s Open Data website –
visit qld.gov.au/data.
Staff survey
Given the often challenging work of receiving,
investigating and resolving customer complaints,
it was pleasing to see an increase in workplace
morale and a decrease in organisational stress for
EWOQ staff. Conducted in May 2013, the staff
survey helps management understand the issues
which are important to staff, and develop strategies
to address them.
Office relocation
In April 2013, the Brisbane office relocated to
53 Albert Street, Brisbane CBD. The new location
is a good fit for EWOQ as we are now co-located
with other independent ombudsman schemes
and accountability agencies. The new office was
officially opened by the Minister for Energy and
Water Supply, Mark McArdle, on 14 May 2013.
Quality assurance
EWOQ conducts six quality assurance (QA)
assessments annually to evaluate the quality
of our case data and compliance with established
business rules and procedures for dealing
with complaints. For example, we conducted
assessments on data entry and record-keeping by
investigators, and recording of time spent on cases.
Following QA assessments this year,
improvements have been made to EWOQ’s
complaint categories and staff have received
regular training and development.

57
A summary of EWOQ’s financial performance
in 2012-13 is noted below. Further details of our
financial performance can be found in the financial
statements following.
Operating result
EWOQ recorded an operating surplus of
$0.025 million for the year. This surplus primarily
relates to scheme unpaid interest fees not
attributed to the operating expenses of the office.
In 2012-13, EWOQ had a budget of
$6.293 million approved.
Income – where the dollars came from
EWOQ operations are almost entirely funded
through participation and user-pays fees levied on
scheme participants. Our total revenue in 2012-13
was $5.484 million, of which $5.410 million was by
way of fees. The balance of our income came from
bank interest and unpaid fee interest.
Expenses – where the dollars were spent
During 2012-13, our total operating expenses
were $5.459 million. The most significant area of
expenditure was employee expenses (70 per cent).
Supplies and services made up 29 per cent of
the expenditure. A combination of audit fees
and costs associated with our Advisory Council
made up the balance of our total expenditure
for the year. EWOQ does not incur any significant
depreciation expenses.
Our equity – what we are worth
Equity (net worth) is calculated by what we own
(total assets of $1.949 million) less what we owe
(total liabilities of $1.712 million). As at 30 June 2013,
EWOQ’s equity was $0.237 million, an increase of
$0.025 million over the previous year.This is primarily
related to the operating surplus mentioned above.
Outlook for 2013-14
EWOQ has an approved operating budget of
$6.419 million for 2013-14. EWOQ anticipates an
increase in complaints which grow steadily each year.
Complaints are likely to increase in 2013-14 due
to a rise in electricity tariffs from 1 July 2013.
This is expected to impact on credit and payment
difficulty issues for many customers.
As outlined in our 2013-14 budget guidelines,
EWOQ’s reconciliation process in 2013-14 will
only charge scheme participants for the actual
costs of scheme operation.
FINANCIAL
STATEMENTS 2012-13

58
CONTENTS
Statement of Comprehensive Income 59
Statement of Financial Position 60
Statement of Changes in Equity 61
Statement of Cash Flows 62
Notes To and Forming Part of the Financial Statements 63
Management Certificate 86
Independent Audit Report 87
GENERAL INFORMATION
These financial statements cover the Office of the Energy and Water Ombudsman (trading as Energy
and Water Ombudsman Queensland). It has no controlled entities.
EWOQ is a free and independent dispute resolution service for Queensland’s energy consumers and
water customers in South East Queensland. The Office of the Energy and Water Ombudsman was
established under the Energy and Water Ombudsman Act 2006.
The Office of the Energy and Water Ombudsman is controlled by the State of Queensland which is
the ultimate parent.
The head office and principal place of business of the Office is:
Level 16, 53 Albert Street, Brisbane
A description of the nature of Energy and Water Ombudsman Queensland’s operations and its principal
activities is included in the notes to the financial statements.
For information in relation to the Office of the Energy and Water Ombudsman financial statements
please call 1800 662 837, email info@ewoq.com.au or visit Energy and Water Ombudsman
Queensland’s internet site at http://www.ewoq.com.au.
Amounts shown in these financial statements may not add to the correct sub-totals or totals due
to rounding.

59
OFFICE OFTHE ENERGY ANDWATER OMBUDSMAN
STATEMENT OF COMPREHENSIVE INCOME
FOR THE YEAR ENDED 30 JUNE 2013

60
STATEMENT OF FINANCIAL POSITION

61
STATEMENT OF CHANGES IN EQUITY

62
STATEMENT OF CASH FLOWS

63
NOTESTO AND FORMING PART OFTHE
FINANCIAL STATEMENTS 2012-13

64

65

66

67

68

69

70

71

72

73

74

75

76

77

78

79

80

81

82

83

84

85

86
CERTIFICATE OFTHE OFFICE OF
THE ENERGY AND WATER OMBUDSMAN

87
INDEPENDENT AUDITOR’S REPORT

88
INDEPENDENT AUDITOR’S REPORT

EWOQ Annual Report Highlights Affordability and Customer Service

EWOQ Annual Report Highlights Affordability and Customer Service

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