Complaints and Customer Code
How do I resolve an issue or complaint with Unitywater?
What are my rights as a customer of Unitywater?
How do I resolve an issue or complaint with Unitywater?
We are committed to resolving your complaints and providing excellent customer service, which is defined in our Customer Charter. If you have any issues with Unitywater we have a thorough internal process to investigate and resolve the matter. We manage complaints in accordance with AS ISO 10002-2006 Customer Satisfaction Guidelines for Complaints Handling in Organisations.
Please contact us first and we will endeavour to resolve any issue, or use our online enquiries form.
If, following our investigations, the complaint is not resolved to your satisfaction we will escalate your complaint to our Complaint Management Team for review.
If, following this review, you still remain dissatisfied with the outcome, you can refer the matter to the Energy and Water Ombudsman Queensland (EWOQ) . The EWOQ is free, fair and independent, and works with you and Unitywater to resolve your complaint. Please note that while customers do not pay for this service, Unitywater pays a significant annual fee to the EWOQ plus an additional charge for each matter that is investigated.
For more information about the EWOQ:
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What are my rights as a customer of Unitywater?
Your rights and your obligations as a customer of Unitywater are defined by the Customer Water and Wastewater Code (South East Queensland), which can be found at Queensland Water Commission website.
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