Complaints, compliments and suggestions

We are committed to working with our customers, stakeholders and partners to achieve our vision of Enhancing Life and Liveability. We understand that things can go wrong at times, and we appreciate your feedback to help us get back on track.

If you have a complaint, compliment or suggestion please contact our Customer Information Centre:

  • call 131 722
  • contact us online
  • mail – addressed to:
    Customer Information Centre
    Melbourne Water
    PO Box 4342
    Melbourne 3001

Timeframes for complaint resolution

We will try to resolve your complaint at the time it is raised. If we need to investigate it further we will let you know and advise you within 2 business days about what we are doing to resolve it.

We take complaints seriously. The time we spend investigating is determined by the complexity of the complaint. We will keep you informed along the way of our steps and expected timeframe to resolve.

What happens if you are not happy with the outcome?

If you are not happy with the outcome you have two options.

You can:

  1. Let us know you are not satisfied and we will escalate the complaint and review the resolution you were offered. This may involve escalation to a more senior member of staff or the appointment of a case manager.
  2. Seek external resolution through the Energy and Water Ombudsman Victoria on free call 1800 500 509, email [email protected], mail Reply Paid 469 Melbourne VIC 8060

Personal information – collection and usage

If your complaint is about our works and services we record the details, including any personal information provided, in our customer database.

We normally refer complaints to the Melbourne Water team who is best placed to investigate and resolve it. Sometimes that means sharing your information with our contract service providers, or other organisations such as a retail water company or the Energy and Water Ombudsman Victoria. If we need to provide your personal information to another organisation, we will take all reasonable steps to let you know before we do it.

You may choose to make an anonymous complaint but this may impact our ability to resolve the issue.

We may contact you to ask you about your experience of how your complaint was handled. Please tell us at any time if you do not want to be included in follow up customer service calls or surveys.

Improper conduct

If your complaint is of improper conduct by Melbourne Water or its employees, officers or members, the resolution process is different.

Reports of detrimental action in relation to disclosure of improper conduct are managed in accordance with the Protected Disclosure Act 2013 and separately from complaints about our works and services.

Protected disclosure procedures

 

Last updated:
9 October 2017