Hunter Water is committed to providing you with high quality water and wastewater services. If you have any problems with our services, please contact us - in person, by phone, by letter or email - so that we have the opportunity to deal with your enquiries or complaint. We will investigate the matter and respond to your complaints promptly, courteously and efficiently.
How to make a complaint
- call our Contact Centre on 1300 657 657, 8am-5pm, Monday to Friday
- email us at enquiries@hunterwater.com.au
- write to the Manager Case Investigation, 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.
What happens next?
We aim to resolve your complaint as quickly as possible. If we can’t deal with the matter immediately, we will use our best endeavours to respond and resolve your complaint within 3 working days.
Our response will provide reasons for our decision and the name of a contact person for follow up enquiries if you require clarification, additional information or if you are not completely satisfied with the outcome.
If we cannot resolve your issues within these timeframes, our response will advise you of the name and contact number of the person who will investigate your matter further.
What if I am unhappy with Hunter Water's response?
If you are not satisfied you have the right to have your complaint referred to the Energy and 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.
Contact
EWON on 1800 246 545. But, before going to EWON please provide us with the opportunity to resolve any issues.
