A provider must have a written procedure to investigate and resolve customer complaints relating to water services provision.
A provider is required to acknowledge your complaint within 10 business days of receiving it and must respond to your complaint by addressing the matters in it within 20 business days, starting from the day the complaint was received.
You can seek a review of a decision or complaint by the Energy and Water Ombudsman. Providers must provide you with the Ombudsman's details unless you indicate that the complaint has been resolved to your satisfaction.
