From time to time you may feel you have a reason for concern or complaint regarding Western Water. Western Water regards complaints or disputes seriously and has a complaints management procedure which provides process for managing a complaint from its receipt to resolution, ensuring that the customer is listened to and treated fairly.

Western Water follows the Essential Services Comission's (ESC) definition
of a complaint:

A complaint is a written or verbal expression of dissatisfaction about an action, a proposed action or failure to act by Western Water, its employees or contractors.

If the customer is dissatisfied with the initial outcome of a complaint, an internal dispute resolution process is introduced, whereby two general managers will independently review and action the complaint. 

In the unlikely event that Western Water cannot resolve an issue and the customer remains unsatisfied with the response, they are directed to the Energy and Water Ombudsman of Victoria  (EWOV).

Complaints and disputes policy
Click here for a full copy of Western Water's complaints and disputes policy, or to obtain a hardcopy please telephone Western Water on 1300 650 422.

Resolution of disputes
Western Water will endeavour to resolve in good faith any dispute directly with its customers and others affected by its operations.

Western Water will not consider a dispute resolved until any claim lodged with EWOV or another external dispute resolution forum has been finalised.