Complaints Resolution Policy

Supporting our customers and community to voice and resolve complaints fairly and promptly.

Greater Western Water (GWW) is committed to effectively, and promptly, resolving complaints.

GWW has developed a framework and set of processes, to manage feedback and ensure complaints are dealt with in a timely and effective manner

This 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
Complaints Resolution Policy (PDF 168.76 KB)
the australian aboriginal flag the torres strait islander flag

Greater Western Water respectfully acknowledges the peoples of the Kulin Nation as the Traditional Owners of the lands and waters on which our service area lies. We pay our deepest respects to their Ancestors and Elders past, present and emerging.

ABN 70 066 902 467 Greater Western Water

Back to top