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We believe in mutual respect
We understand that you may need to speak with us in difficult circumstances. However, we have a zero-tolerance policy for violence, abuse and discriminatory behaviour towards our staff and partners.
We support our staff
A word from Denisha Anbu, Sydney Water's Executive General Manager, Customer Experience.
'Sydney Water proudly serves over 5.6 million people across Greater Sydney, and our teams work hard to keep services running smoothly. We understand that unexpected things can happen, and when they do, we're here to help. We ask that our people are treated with the same respect we offer our customers. We have a zero-tolerance policy for any form of abuse, violence, or discrimination directed at our employees or contractors.'
We support our staff
A word from Denisha Anbu, Sydney Water's Executive General Manager, Customer Experience.
'Sydney Water proudly serves over 5.6 million people across Greater Sydney, and our teams work hard to keep services running smoothly. We understand that unexpected things can happen, and when they do, we're here to help. We ask that our people are treated with the same respect we offer our customers. We have a zero-tolerance policy for any form of abuse, violence, or discrimination directed at our employees or contractors.'
How you can help us resolve your issues
We want you to feel comfortable contacting us, no matter the scale of your enquiry or issue. We don't want you to feel let down or unheard. Our Customer charter describes how we'll listen to any concerns, frustrations or queries, and meet anger with understanding and patience. Our Customer Contract sets out the minimum service standards and outlines your rights and obligations as a customer.
We respect and support your need to express your feelings. We'll do our best to help you. The situation will become unacceptable if anger is aimed at our staff rather than the issue. Please help us provide the answers you need as smoothly as possible.
- Contact us through the published contact methods and communication channels related to your enquiry.
- Provide accurate and timely information to understand and action your enquiry.
- Provide your best contact details so that we can keep you informed.
- Work with us to resolve the matter.
- Treat our staff and other customers with courtesy and respect.
- Provide honest and constructive feedback about our performance so we can continue to improve our customer service.
Aim for respectful interactions
We're committed to creating a safe, respectful, and inclusive environment for both customers and staff. That's why we have a zero-tolerance policy for violence, abuse and discriminatory behaviour towards our employees, including those working on our behalf.
Unacceptable customer behaviour can occur in any form of verbal or written communication, including face to face, online and over the phone.
What unacceptable behaviour looks like
- Any form of physical, hostile or abusive behaviour.
- Use of inappropriate verbal or written language that causes employees to feel scared, abused, intimidated, threatened or offended, including:
- Creating a hostile, degrading or offensive interaction
- Using a bullying tone or language
- Inappropriate religious, cultural or racial comments or insults
This includes racial stereotypes and judgements based on accent. For example, asking to speak to someone who is 'from this country'. - Biphobic, homophobic or transphobic comments.
- Sexist or other derogatory remarks
- Discrimination against any other protected characteristics.
- Incessant and unrelenting conduct by a customer that has a disproportionate and unreasonable impact on staff, services, time and/or resources.
How we respond
Try to de-escalate the situation
If the interaction becomes unacceptable, our staff will:
- Provide a warning that the behaviour is not acceptable and request that it stop
- If the behaviour continues, the interaction will be ended. This may mean concluding a phone call or walking away from a face-to-face discussion.
Report incidents
We'll report incidents and share information with the police or partner agencies if:
- physical violence, threats or harassment take place
- we believe a criminal offence has been committed.
Inform our staff
As part of our normal record-keeping processes, we document interactions to ensure staff are kept informed and supported. This includes maintaining clear records of any incidents involving unacceptable behaviour.
Remove online comments
We may remove online comments if they contain abusive, offensive or defamatory language.
