Complaints resolution policy and process

We take your concerns seriously and are committed to resolving complaints fairly and efficiently. 

We've developed a framework and processes to manage feedback and ensure complaints are dealt with in a timely and effective manner

This complaints resolution policy applies to all Greater Western Water employees, contractors, or volunteers.

It covers: 

• GWW framework and set of processes for dealing with customer complaints
• what is a complaint?
• what is not a complaint?
• accessibility
• complaints by third parties
• how we handle complaints
• complaint types and response times
• complaint responsibilities
• confidentiality, privacy and protected disclosures
• non-English-speaking customers
• roles and responsibilities

Our complaint process – making things right  

We appreciate the opportunity to resolve your concerns and are here to assist you every step of the way. 

If you’d like to speak to a team member in person, we’re hosting customer care days across the region, where you can book in a time to get the support you need. 

How to make a complaint 

If you’ve contacted us and your enquiry hasn’t been resolved to your satisfaction, you can lodge a formal complaint by following the steps below: 

1. Submit your complaint 
   You can lodge a formal complaint through our complaint management process by contacting us via phone, webchat, SMS, My GWW, or our online form. 
2. We’ll review your complaint 
   Our Customer Resolution team will handle your complaint. You’ll receive an acknowledgment of receiving your complaint within 1 working day, an interim update within 3 working days, and we aim to provide a full resolution within 10 working days. 
3. Not satisfied with the outcome? 
   If you’re not happy with the resolution, you will be offered a review by our Customer Care Review Panel, which includes members of our Senior Leadership team. They’ll assess both your complaint, and the resolution provided.  
4. Review outcome 
   The Customer Care Review Panel will acknowledge receipt of your review within 1 working day. They will assess your case and inform you of the outcome within 5 working days. 
5. Still not resolved?
   If you remain unsatisfied with the outcome, you can refer your complaint to the Energy and Water Ombudsman Victoria (EWOV) for an independent review.