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Complaints

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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    Your privacy

    When you contact us, we collect your personal information so our staff can record and respond to your enquiry. We may use your personal information to offer you other products and services, or for surveying activities to improve our services to you. If you don't supply all the information we need, we may not be able to help you. You can contact us at any time to view or correct this information. Find out how we protect your privacy.

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    Thanks for the compliment!

    Thanks for taking the time to send us this feedback.

    We love hearing compliments about our staff and our services.

    We'll pass on your message so the people involved hear all about it and get the acknowledgement they deserve.

    We're sorry you're unhappy

    We take complaints very seriously and will do our best to resolve yours as quickly as possible.

    We'll soon send you an email with a reference number so you can follow up at any time. We'll also send you details about who is looking after your complaint if we can't give you an answer straight away.

    If you want to know more about how we look after complaints, please read our Complaint policy.

    Thanks for contacting us

    Thanks for taking the time to contact us.

    We'll soon send you an email with a reference number so you can follow up at any time. We'll also send you details about who is looking after your enquiry if we can't give you an answer straight away.

    We aim to respond to you within 5 working days.

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    We're improving our site and can't receive your feedback at the moment.

    Please try again later or call us on 13 20 92 (8 am to 5:30 pm Mon-Fri).

     

    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.