Complaints

You can make a complaint in several ways. These include but are not limited to:

• During business hours by phoning 1300 659 961

• In person at 11 McLachlan Street Horsham or directly to any of our employees

• Filling in our online form

• Via mail to PO Box 481, Horsham VIC 3402.

A copy of our Complaints Policy is available here. A copy will also be made available at our McLachlan Street office.

We are committed to ensuring all customers can make a complaint easily, fairly and without barriers. We will take reasonable steps to make our complaint handling process accessible, inclusive and responsive to the diverse needs of our customers.

You can make a complaint using your preferred communication method, and GWMWater will not disadvantage you for raising a complaint. Where required, we will provide appropriate support and adjustments to assist you to lodge and participate in the complaint process.

GWMWater provides access to the Translating and Interpreting Service (TIS National) for customers who need language assistance. Customers can call TIS National on 131 450 and ask to be connected to GWMWater on 1300 659 961.

Customers who are deaf, hearing impaired, or have a speech or communication impairment can contact GWMWater through the National Relay Service (NRS). Customers can dial 133 677 (TTY service) and quote 1300 659 961

When gathering information to respond to a complaint, we will only:

• use it to deal with the complaint or to address systemic issues arising from the complaint

• provide it in a de-identified format when disclosing data to the public

• share it with staff on a need-to-know basis

• act in accordance with our Privacy Policy.

Customer Service staff will:

• Clarify the complaint and the outcome sought

• If the complaint cannot be resolved directly by the customer service team, the Customer Service team will determine who is responsible for resolving the complaint and assign for further investigation

• Let you know how long it will take to respond and who you can contact for an update.

GWMWater will:

• Contact the customer within 4 business days to discuss the complaint and aim to have complaints resolved within 28 business days

• Escalate a complaint if it has not been resolved or remains open after 28 to the relevant Executive Manager

• Recognise the customers’ rights, as set out in the Customer Charter.

• Escalate complex complaints that have been deemed sensitive or important (such as breaches of privacy, potential legal action) to the relevant Executive Manager

• Not proceed with action to recover any amount of money which is in dispute, until the dispute has been resolved.

• Ensure our response deals with the substance of the complaint or, if the complaint is complex, tell the customer when they will receive a response.

• Provide the reasons for a decision to the complainant, including details of any relevant legislation or policy, if appropriate.

• Explain the escalation process to the customer if they are not satisfied with the way the complaint has been handled or the outcome.

• Document and report root causes and complaint trends to identify where business processes require review.

If you are dissatisfied with the process or outcome of your complaint, you have the right to refer your complaint to the Energy and Water Ombudsman (Victoria). This can be done via email at [email protected], lodging the complaint online from their website or by calling 1800 500 509, or to any other external dispute resolution forum in the event that the customer is not satisfied with the response.