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Sometimes we make mistakes. When this happens we would like the opportunity to make it better.
If you are not satisfied with something we have done, you can contact us or make an online complaint.
All complaints are registered, and interactions are recorded, to allow for further investigation.
If your complaint is billing related, we will delay debt recovery during the investigation process.
We aim to resolve complaints as quickly as possible, however sometimes we may need additional time. We will always attempt to have complaints resolved within 15 business days and we will contact you by phone, email or in writing.
if we are not able to resolve your complaint, you can ask the Energy and Water Ombudsman to investigate the complaint on your behalf.
Water and Energy Ombudsman Process
If you have an urgent fault, you should call us immediately on 08) 9791 3272