Complaints Handling

At Hunter Water, we remain focused on understanding the needs of our customers and community and want to hear from you if you are not satisfied with the services we provide.

We have a customer friendly complaint system in place and a dedicated Customer Care and Complaints team that will assist you through the complaints process and ensure your matter is resolved in an understanding, helpful and efficient way.

  • call our Call Centre on 1300 657 657, 8am-5pm, Monday to Friday
  • email us at enquiries@hunterwater.com.au
  • write to the Manager Customer Care and Complaints, Hunter Water, PO Box 5171, HRMC 2310

We will need your name, address, phone or other contact details and the details of your complaint. We will register your complaint and take the necessary action to resolve it.

We use the information provided through complaints to better understand our customers and community expectations and as a way of identifying problems and improving our service to you.

Unfortunately from time to time, unforeseen circumstances occur, where by you may be inconvenienced or experience property damage. If you require further information about damage to your property and what assistance we can provide you, please download our Property Damage Fact Sheet

What Happens Next?

Our aim is to resolve your complaint as quickly as possible with our Call Centre able to address some of your concerns immediately. If the matter needs further review, we will do all that we can to resolve your complaint within 10 business days of your contact with us.

Our response will provide reasons for our decision and the name of a contact person for follow up enquiries if you require clarification, additional information or if you are not completely satisfied with the outcome.

If we cannot resolve your issues within these timeframes, our response will advise you of the name and contact number of the person who will investigate your matter further.

What if I am Unhappy with Hunter Water's Response?

Following you being provided with the outcome of your complaint and solutions offered, if you are not satisfied with our response, you may request that your complaint be referred to and reviewed by a Manager.

Hunter Water appreciate you providing Hunter Water the opportunity to resolve your complaint in the first instance.

Hunter Water's Customer Contract outlines your rights and obligations as a user of Hunter Water Services and set out the minimum standards of customer service you can expect. For further information please review Hunter Water's Customer Contract.

What if I am still unhappy with Hunter Water's response?

If you are not satisfied after a Hunter Water management review you have the right to have your complaint referred to the Energy and Water Ombudsman NSW (EWON).

EWON provides an independent dispute resolution service that is free of charge to you. They will review issues related to water or sewer services, billing, payment, customer service and other matters where a dispute has arisen to determine Hunter Water has met their obligations under Hunter Water's Customer Contract. Contact EWON on 1800 246 545.