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.

... if for some reason that doesn’t work...

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.

Alternatively you can call the Customer Advocate on 03 9552 3674.

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.

1. 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. Find out more.
2. 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