Complaint Handling
If you are unhappy with any aspect of our service delivery, please let us know. Complaints provide feedback on our performance and highlight areas we may need to improve. Making a complaint is simple:
- call Hunter Water’s Contact Centre on 1300 657 657 between 8am-5pm, Monday to Friday
- email us enquiries@hunterwater.com.au
- write to the Manager Customer Services, Hunter Water, PO Box 5171, HRMC 2310
We will need your name, address, phone or other contact details and the details of your complaint. We will register your complaint and take the necessary action to resolve it.
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We aim to resolve complaints as quickly as possible. If we can’t deal with the matter immediately, we will:
- respond to you within two working days if you have made a face-to-face or telephone contact, or
- send you a written response within five working days if you have sent a written complaint
Our response will outline actions taken and/or reasons for our decisions, as well as the name of a contact person for any follow-up enquiries. If we cannot resolve your issues within the timeframes set out above, we will provide you with a clear plan of the actions that will be taken.
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You have the right to have your complaint referred to the Energy & Water Ombudsman NSW (EWON). EWON provides an independent dispute resolution service that is free of charge to you.
They will review issues related to water or sewer services, billing, payment, customer service and other matters where a dispute has arisen.
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