Consumer Assistance

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 the complaint within 21 days.

The Department is available to assist customers by investigating and mediating disputes with water service providers. 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 21 days. If after 21 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 ask you to contact your service provider.

Step 2 Lodge your complaint

If you have not been able 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 you think would resolve the matter. You can lodge your complaint with the Department in writing, by telephone, via the form below or email (WISBcomplaints@water.wa.gov.au). Lodging your complaint in writing is preferable, as it will assist in outlining the issues to your service provider. If possible, send copies of any correspondence or paperwork that may help us.

Step 3 Investigation

When your complaint is received by the Department we will 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.

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 or compensate you. A common outcome is for us to provide further information and explain why a particular decision was taken.

Step 5 Other avenues

If you are not satisfied with the way we have dealt with your complaint, you can take your complaint to the Ombudsman.

How long does an investigation take?

Many complaints can be solved quickly but the average time is 3-4 weeks. Where your complaint is complex or requires consultation with your service provider the response may take longer than usual. On such occasions you will be kept up to date on the progress of your complaint.

Mediation

Our mediation process relies on the cooperation of the customer and service provider to reach a mutually agreed solution.

Where the Department of Water has decided 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 what you are seeking. We can not direct a service provider to take a specific course of action, however we can make recommendations to the service provider.

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 try to direct your complaint to the appropriate organisation.

The following complaint form can be downloaded, completed and returned to:

Customer Services Officer
The Department of Water
Water Industry Support Branch
PO Box K822
Perth WA 6842

Email: WISBcomplaints@water.wa.gov.au