All eyes on consumers at EWOQ office opening

Queensland energy and water consumers have been encouraged to go to the Ombudsman when they have urgent questions or need advice in relation to their bills.

Energy and Water Supply Minister Mark McArdle emphasised the important role, at the opening of the Energy and Water Ombudsman Queensland’s (EWOQ) new office in Brisbane.

The Ombudsman was first established in 2007 to provide advice for customer disputes with water retailers in south east Queensland and all electricity suppliers across the State.

Mr McArdle said opening the new office is a timely reminder to Queenslanders to read their bills, discuss concerns with their retailer and remember there are dispute resolution services like the EWOQ, as well as community service groups to assist those on lower incomes manage their cost of living.

“In the last 5 years the EWOQ provided direct assistance to more than 60,000 Queenslanders, and more than 6,000 cases were received and closed in the first half of 2012-2013,” Mr McArdle said.

“In 2012, the Energy and Water Ombudsman negotiated 381 billing adjustments, 31 compensation claims, the waiving of 107 debts, 770 goodwill gestures, 71 reimbursements and14 guaranteed service level payments which is more than $600,000 worth of value to Queenslanders.”

Energy and Water Ombudsman Forbes Smith said his office provides a free service to Queensland consumers with a timely, effective, independent and just way of resolving disputes.

“We can also help them to understand their rights and obligations in what can be quite a complex business, at no cost to the consumer,” Mr Smith said.

Mr McArdle also highlighted great groups like Uniting Care Community, the Salvation Army and Regional Housing who are outlets for the Home Energy Saver Scheme (HESS) to assist people on lower incomes manage their electricity bills.

“The new office is located where the Queensland Water Commission used to be, and the move took place when the lease expired at the Ombudsman’s previous building,” Mr McArdle said.

Customers can contact the Energy and Water Ombudsman Queensland on 1800 662 837 and the HESS national helpline on 1800 007 001 to receive assistance.

[ENDS] 14 May 2013

Media Contact:   Minister’s Office - 07 3239 6626/0437 334 183