We are committed to being a transparent, accountable, community focused organisation.
Part of that commitment is ensuring every customer has a clear pathway to provide feedback — whether that’s a compliment, a suggestion, or a complaint.
Under the Water Services Regulations, water suppliers must provide customers with information about their services and maintain a clear, accessible complaints process. This includes obligations to respond to concerns and keep proper records of consumer complaints.
Our feedback and complaints framework helps customers hold us accountable, improves service delivery, and ensures issues are resolved quickly and fairly.
Feedback helps us understand what’s working and what needs improvement. Customers often identify issues before data does - for example, early signs of water quality changes, pressure fluctuations, or unclear communication.
Your feedback strengthens our services by:
We welcome all kinds of feedback:
You can provide feedback through:
We’ll acknowledge your feedback and keep you informed of next steps.
Our complaints process is simple and aligned with the requirements of the Water Services Legislation, which obliges suppliers to maintain a clear process for consumer complaints and respond appropriately.
You can submit a complaint online, over the phone, or in writing.
If your issue concerns an outage, leak, billing concern, or wastewater problem, please include details and photos if possible.
We will acknowledge your complaint and provide a reference number.
Our team will investigate the issue. This may involve:
We will explain what we found and what actions have been taken.
If the issue relates to a public network fault, we’ll resolve it as part of our normal operations.
If it concerns a private leak, we will provide advice on what you need to do next, including engaging a licensed plumber.
If you are not satisfied with the outcome, you can escalate your complaint.
Escalation may be handled by:
All escalations are reviewed in line with Water Service Regulations customer‑information obligations.
As a publicly owned water services organisation, we commit to transparent reporting.
We publish:
This fits within broader Local Water Done Well expectations for accountability, transparency, and consumer protection.
Complaints are not just problems to be solved — they’re opportunities to improve.
Your feedback helps us refine:
We use trends from complaints to guide operational and strategic improvements.
