Customer feedback and complaints

Customer feedback and complaints

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 Feedback, Compliments and Complaints 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 Service Centre, WaterNSW, PO Box 1018, DUBBO NSW 2830
  • In person to any WaterNSW employee at any branch/location (this is currently not an option due to COVID-19)

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 service 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.

Contacting the Energy & Water Ombudsman NSW (EWON)

You have the right to contact EWON at any time for independent advice and information. However, we do hope you will contact us first to allow us the opportunity to resolve any issues.

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


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Tuesday 17 May