Feedback
State Water is committed to providing our customers with exceptional service and outcomes. If you are unhappy with our services, we would like you to tell us where we have let you down and how you think we could fix it or even if you have experienced exceptional service, why not tell us.
Our purpose is to efficiently deliver water and services for people, agriculture, industry and the environment. We aim to support sustainable growth in regional NSW.
How can I contact State Water with my feedback?
By phone
You can contact our call centre on 1300 662 077 and lodge your concern, feedback or complaint with one of our customer information officers. Your customer information officer will record the details of your call and forward them to the appropriate person.
By fax
A feedback form is available to formalise the process. You print the form and fax it to 1300 832 587.
By mail:
Customer Support Services
State Water
PO Box 1251
TAMWORTH NSW 2340
If we cannot resolve your concern on the spot, we will acknowledge your concern within two business days and try to resolve it in a timely manner.
How does State Water deal with customer feedback?
State Water has a dedicated feedback handling team within the Customer Support Services unit. All feedback, relating to our business, is confidential in accordance with our Privacy Statement, which is located on our website.
We encourage you to talk to our staff about your concerns. To assist us in addressing your concern or feedback the Customer Information officers will record your contact details, the nature of your feedback and what you expectations are. They will ensure that appropriate steps are taken to resolve the problem.
What if we cannot resolve your concern or issue?
If we are unable to resolve your concern or issue you have the opportunity to contact the Energy and Water Ombudsman of New South Wales (EWON).
EWON provides an independent unbiased process of resolving customer complaints about all electricity, and gas suppliers in New South Wales and some water suppliers. The EWON service is free for consumers.
EWON work towards a fair and reasonable outcome, and their decision-making process is independent.
EWON can be contacted on 1800 246 545 or you can make an online complaint at: http://www.ewon.com.au