Resolving customer complaints

If you have any complaints, we want to know about them. We will investigate your complaint and try to resolve it to your satisfaction.

Please lodge your complaint using the online form or call us on 13 20 92 (Monday - Friday 8.30am - 5.30pm).

The form may take a couple of seconds to load. We will send you a confirmation email when you lodge your complaint. Please make a note of the incident number for future reference.

Read our customer complaint policy (PDF - 139KB) .

If it is not possible to resolve your complant immediately, we will provide an initial response within:

Two (2) working days if you have phoned or spoken directly to us, or
Five (5) working days if you have written to us or sent us an email and the matter cannot be responded to sooner by phone or by making face-to-face contact with you.

Our initial response can be:

a solution accepted by you, or
our intended actions to resolve the complaint.

If, after giving us the opportunity to resolve your compaint, you are not satisfied with the outcome, you may choose to contact the Energy and Water Ombudsman NSW (EWON).

EWON provides an independent way of resolving complaints. The Ombudsman will make decisions without any interference from us, based on what is fair and reasonable in the circumstances of each case. This is a free service.

For details about EWON, please visit the Energy and Water Ombudsman NSW website.

Were you hurt or your property damaged?

If your compaint relates to bodily injury, and/or loss or damage to your property arising from Sydney Water's business activities, please visit the Making a claim for loss or damage page.