We are committed to delivering a positive customer experience and supporting growth across our service region.
If you have a question, need to speak to someone, or if something is not going to plan with your development, you can find details of how to get support or make a complaint below.
If you have a development-related question or enquiry, we recommend lodging it through the Development Portal for the fastest and most accurate response. We aim to respond to enquiries within 5 business days. Please note if your enquiry is more detailed it may take longer.
You can also contact our contact centre to speak to a team member. They will assist where they can and refer your enquiry to our Development Services team if required. They are available between 8:30am and 5pm, Monday to Friday on 1300 086 489 or customer.service@unitywater.com
We know we won’t always get it right, and customers won’t always hear the answer they hoped for. That’s why we have a clear, structured process for development customers who are unhappy with the service they’ve received, the outcome, or how their matter has been handled.
Our development complaints process
If something hasn’t gone as expected, we have a clear review pathway to ensure your matter is considered fairly and independently.
Stage 1 – Initial review
Your concern is reviewed by a Senior Manager.
Stage 2 – Branch Manager review
If you’re not satisfied with the outcome, the matter can be escalated to a manager for a further, independent assessment.
Stage 3 – Executive review
If the matter remains unresolved, it can be referred for an executive level review to ensure it has been fully and fairly considered.
Stage 4 – CEO review
Should the issue still not be resolved, it may be elevated to the CEO for a comprehensive organisational review.
Stage 5 – Chairperson review
If further oversight is required, the matter can be presented to the Chairperson for an impartial, governance level assessment.
We’re committed to making sure you feel heard and understand the reasons behind any decision.
You can lodge a complaint below which will be triaged by our Development Experience and Engagement team and will be allocated for investigation and reply.
Please note: A complaint is a formal expression of dissatisfaction made to an organisation that requires review, investigation and resolution. Unitywater has a thorough internal process to investigate and resolve complaints, in accordance with AS ISO 10002-2006 Customer Satisfaction Guidelines for Complaints Handling in Organisations.
Not every minor concern from development stakeholders will be treated as a complaint. Some may be handled as enquiries or general feedback.
