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Contact us

Address

Department of Energy and Water Supply

41 George Street, Brisbane QLD 4000
PO Box 15456, City East QLD 4002

Telephone enquiries

  
Water 13 QGOV (13 74 68) business hours
Water restrictions For information on current SEQ water restrictions contact your local council
Energy 13 43 87 business hours

 

Compliments, comments and complaints

Making a complaint

Our aim is to provide you with high quality service delivery. We value your feedback to help improve our efficiency and effectiveness.

If you are not satisfied with our service delivery, services, products, decisions or actions and you have not been able to resolve the matter with our staff, you can lodge a complaint.

How to make a complaint

Online

Email the department.

Telephone

Phone the department on 13 QGOV (13 74 68).

Assistance to make your complaint

If you are deaf or have a hearing or speech impairment, you may contact the National Relay Service — telephone 133 677 (TTY/Voice) / 1300 555 727 (Speak and Listen (SSR)).

If you require an interpreter, you may contact Translating and Interpreting Service (TIS) National — telephone 131 450.

If you need any other assistance please contact us using the contact details above.

Resolving your complaint

We aim to resolve your complaint within 30 business days. However, more complicated issues may take longer. If necessary, we will contact you within 30 business days and advise you of the timeframe for a response.

When we have investigated your complaint, we will contact you to advise you of the outcome of the investigation.

Independent review

If you are not satisfied with the department's formal processes, you can contact the Queensland Ombudsman's Office to request an independent review of the issues raised.

Your privacy

Providing your personal information, such as your name and contact details will allow us to respond to your complaint. If you do not wish to disclose your personal information but still wish to make a complaint you can do so by email (from an undisclosed address), in writing or by telephone. Please understand that if you complain anonymously, we will not be able to contact you and this may make understanding/verifying your concerns and responding to you difficult.

If your complaint is about the actions, services or decisions of another Queensland Government Agency or if we feel it is necessary to forward your complaint to an independent agency such as the Queensland Ombudsman or the Crime and Misconduct Commission, then we will proceed on the basis that you consent to us disclosing your information to these agencies, unless you tell us otherwise, or we are required to by law.

Your personal information will not otherwise be disclosed unless you consent, or the disclosure is required or authorised by law. For further information please read our Privacy and Security Statement.

Compliments and comments

We welcome your compliments, comments, or any other feedback that will help us serve you better.

How to contact us:

Online

Email the department.

Telephone

Phone the department on 13 QGOV (13 74 68).

If you choose to provide your personal information (such as your name and contact details) when contacting us - your personal information may be used and/or disclosed:

  • to help us investigate your feedback
  • to communicate with you regarding your compliment or feedback
  • to meet any legal or government administrative obligations that may attach to the information you provide (including referral to an independent agency such as the Queensland Ombudsman).

Your personal information will not otherwise be disclosed unless you consent, or the disclosure is required or authorised by law. For further information please read our Privacy and Security Statement.

Making a public interest disclosure (PID)

A public interest disclosure (PID) is a disclosure about suspected wrongdoing in the public sector as specified in the Public Interest Disclosure Act 2010 (sections 12 and 13) and made to an appropriate public sector entity that has the responsibility or power to take appropriate action about the information disclosed or to provide an appropriate remedy.

If you are considering making a PID, please refer to the information available on the Queensland Ombudsman’s website.

Disclosures relating to our conduct or our employees' conduct can be made directly to us using our Public Interest Disclosure Procedure (PDF, 117.2KB).

For information on other appropriate authorities that you can make a PID to, refer to the Ombudsman's fact sheet #2 for disclosures available on the PID Resources page.