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Feedback and complaints handling policy

Feedback and complaints handling policy

WaterNSW is committed to providing our customers with excellent service.

If you are dissatisfied with any aspect of our services, we would like to hear from you as this  feedback helps us monitor and improve customer service levels. Similarly if you have experienced exceptional service, please tell us.

Our complaints handling policy provides a framework for our staff to address your complaint to ensure we respond to your needs.

To give feedback

  • Complete our customer feedback and complaints form
  • Phone - 1300 662 077
  • Fax - 1300 832 587
  • Mail - Customer Helpdesk, WaterNSW, PO Box 1081, DUBBO NSW 2830
  • In person to any WaterNSW employee at any branch/location

If we cannot resolve your concern on the spot, we will acknowledge your concern within two business days and try to resolve it in a timely manner.

How we deal with customer feedback

WaterNSW has a dedicated feedback-handling team within the Customer Support Services unit. All feedback, relating to our business, is confidential in accordance with our privacy statement.

To assist us in addressing your concern or feedback, we encourage you to contact our customer  information officers.

They will record your contact details, the nature of your  feedback, what your expectations are and ensure that appropriate steps are  taken to resolve the issue.

What if we cannot resolve your concern  or issue?

If we are unable to resolve your concern or issue, you have the right to contact the Energy and Water Ombudsman of New South Wales (EWON). They provide an independent unbiased process of resolving customer complaints about all electricity and gas  suppliers and some water utilities including WaterNSW. This service is free for consumers.

EWON can be contacted on 1800 246 545 or you can make an online complaint on their website.

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Thursday 23 March
8.4
2,442,976 ML
2,581,749 ML
10,241 ML
1,463 ML
189,447 ML
Thursday 23 March