We understand you may occasionally have a complaint about our service or experience with us. We're committed to managing these complaints quickly, fairly, confidentially and professionally. 

To make a complaint, please complete the form below or call us on 13 20 92 (8 am to 5:30 pm Mon-Fri).

We'll send you a confirmation email and complaint reference number when you submit the form, or tell you a complaint reference number if you call us.

If we can't resolve your complaint immediately, we'll provide an initial response within:

  • two working days if you've called or spoken directly to us

  • five working days if you've written to us or sent us an email and we can't respond sooner by phone or in person.

Our initial response may be:

  • a solution that you accept

  • our intended actions to resolve your complaint.

If you're not happy with our solution, you can choose to have the complaint reviewed again by a manager. You can also contact the Energy & Water Ombudsman NSW (EWON) any time on
1800 246 545 for free, independent dispute resolution.

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    If you're reporting a leak of wastewater fault or concerned about your water quality, please call us on 13 20 90 (24 hours/7 days) so we can investigate the fault as quickly as possible.


    We apologise for any inconvenience.