We take our service obligations seriously – and we want to know if we are not delivering to your expectations.
There are three main ways you can redress a problem you have with us:
- Call our customer service centre on 131 694 or fill out our Customer Enquiry Form. Most problems are solved with a simple phone call. If the problem is complex, it will be referred to a line manager or supervisor. If this doesn’t work, the problem will be referred to a senior manager.
- Fill out a customer complaint form. If our customer service staff were unable to assist in dealing with your complaint either fill out our on-line customer complaint form. This form will be received by South East Water's Customer Advocate, who is an independent problem-solver.
- Make a complaint to the Energy and Water Ombudsman.
Protection for complainants
There are two Victorian laws that help to equip and protect people who have a grievance against a public agency. You have the right to use the protection of these laws.
- Make a Freedom of Information Act request – this is an official request for us to release documents to a person who applies. There is a formal process to follow, and there may be a fee for document retrieval.
- Make a disclosure protected by the Whistleblower’s Protection Act. This is a law that aims to protect people who are making a claim against an organisation or its employees, often associated with alleged corruption or other improper conduct. Click here to find out more.