Improving levels of service for customers of water service providers is a key role for the Department of Water.
All licensed water service providers must have a customer charter and a method for dealing with complaints from their customers. This includes a requirement that licence holders should endeavour to resolve a customer complaint within 15 business days.
Where a customer is dissatisfied with the outcome of the complaint resolution process undertaken by their service provider, the department is available to assist the customer by investigating and mediating the dispute with the service provider. We are independent from the Water Corporation, Water Boards and other service providers.
How to make a complaint
Step 1 Contact your water service provider
When you have a complaint about your water or sewerage service, contact your water service provider and give them an opportunity to try to resolve your concerns. Your service provider is required to deal with your complaint within 15 business days. If after 15 business days the complaint has not been resolved or you are not satisfied with your provider's progress you can register your complaint with the Department of Water.
If you bring your complaint to the department without first giving your service provider a chance to respond, we will require that you must approach your service provider to seek a resolution.
Step 2 Lodge your complaint
If you have been unable to resolve your complaint through your provider's own dispute resolution procedure, you can ask us to investigate the complaint on your behalf.
We will need to know why you are not satisfied with the service provider's actions, and what outcome you believe would fairly resolve the matter. You can lodge your complaint with the department in writing, by telephone, via the complaint form or email. Lodging your complaint in writing is preferred as it will assist the department in understanding the circumstances of your complaint and enable us to represent your concerns to your service provider as quickly as possible. If available, you should also send copies of any correspondence or paperwork that may be relevant to your complaint.
Step 3 Investigation
When your complaint is received by the department we may seek further information regarding the nature of the problem, what has caused it, why you are unhappy with the response of your service provider and what action you would like taken to resolve the matter.
When investigating your complaint the Department of Water will mediate between you and your service provider.
In most cases our staff will contact your service provider for further information. We will outline your complaint and ask them to comment on your case. We may also need to ask further questions, review the service provider's files or hold meetings.
Step 4 Outcome
If your service provider has made a mistake, the Department of Water can recommend it reconsider or change its decision, apologise to you or provide compensation. A common outcome is for us to provide you with further information as to why a particular decision may have been taken by your service provider in response to your complaint.
Step 5 Other avenues
If you are dissatisfied with the Department's management of your complaint or the outcome of the process, you may then take your complaint to the Ombudsman.
How long does an investigation take?
Many complaints can be solved quickly but the average time is around 3-4 weeks. Where your complaint is complex or requires extended consultation or discussion with your service provider the response may take longer. On such occasions the department will provide periodic updates on the progress of your complaint.
Mediation
Our mediation process relies on the cooperation of the customer and service provider to reach a mutually acceptable solution that is fair to both parties.
Where the Department of Water determines that the service provider is at fault, we will ask them to take steps to put the matter right. In some cases, legislation or the service provider's policies may not allow the outcome you are seeking. We cannot direct a service provider to take a specific course of action to resolve a complaint, however where appropriate we can and do make recommendations to the service provider as to what we believe would be a fair resolution.
Complaints we can handle
The department handles complaints from customers relating to water, sewerage, drainage and irrigation services. It does not investigate matters such as contractual issues, property damage, sprinkler use, water allocations, or the protection of rivers, lakes or groundwater. Where we cannot deal with your complaint, we will advise you of the appropriate organisation to which your complaint should be directed.
The following complaint form can be downloaded, completed and returned to:
Customer Services Officer
The Department of Water
Water Services Branch
PO Box K822
Perth WA 6842
Email: WISBcomplaints@water.wa.gov.au