Customer service charter
Our customer service charter assists us in meeting the needs and expectations of our customers.
At WaterNSW we strive to ensure our people and our services are accessible and have the capability to meet the needs of all our customers.
Details of the mutual responsibilities of WaterNSW and you, the customer are spelled out for the following areas:
We strive to ensure that our people and our services are accessible to our customers.
To achieve this we will ensure that we have the appropriate resources to meet our customers’ needs. You can also expect our staff to:
To help us do this we need you to:
Licensing regulation and dealings
We strive to provide information and approvals to our customers timely and efficiently, providing advice and recommendations in an appropriate manner.
To achieve this, we will operate within our legislative requirements, including operating under the powers provided in the Water Management Act 2000.
By doing this, you can expect:
To help us do this we need you to assist the application process, including:
Please ensure your applications are completed in full with accurate information before submitting.
Water delivery, ordering and reporting
We strive to deliver water to our customers on time, through the most efficient and effective means possible, in an environmentally responsible manner.
By doing this, you can expect:
To help us to do this, we need you to adhere to the conditions of your water licence, including:
All future metering enquiries regarding installation should be referred to the NSW Government's Water Reform Action Plan.
Information and communication
We strive to provide clear, concise and accessible information at the appropriate time in an appropriate manner.
To achieve this we will:
Trouble paying your bill
WaterNSW is committed to helping customers who are facing financial hardship to keep their water flowing.
We call it hardship when customers would like to pay their water charges but really cannot manage to do so.
This may be only for a short time, due to circumstances such as illness, or for a prolonged period because of the impact due to natural disasters such as fire, flood or drought, or being impacted by domestic or family violence, or any other cause reasonably considered that impacts your ability to pay us for your water charges.
Customer feedback and complaints
We are 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, you can:
If we cannot resolve your concern on the spot, we will acknowledge it within two business days and try to resolve it in a timely manner.
WaterNSW acknowledges the traditional custodians of the lands and waters on which we work and pay our respects to all elders past, present and emerging. Learn more