Resolving Complaints
Shoalhaven Water is well on its way to being a leader in the water and wastewater industry. As an organisation, we strive to not only meet our customers’ expectations for service, but to exceed those expectations. With an emphasis on continuous improvement and quality service, we have recently become the first Local Government Water Utility in NSW to join the Energy and Water Ombudsman NSW.
As Shoalhaven Water is committed to providing you with high quality water and wastewater services. If you have any problems with our services, please contact us – in person, by phone, by letter or email - so that we have the opportunity to deal with your enquiries or complaint. We will investigate the matter and respond to your complaints promptly, courteously and efficiently.
If, after giving us the opportunity to resolve the situation, you are still not satisfied with the outcome, you may choose to contact the Energy & Water Ombudsman of NSW. The Ombudsman provides an independent way of resolving complaints, and is able to make decisions without any interference, based on what is fair and reasonable in the circumstances of each case. This service is free to our customers.
EWON can investigate a wide range of complaints including;
- Disputed accounts,
- High Bills,
- Debts,
- Disconnection or restriction of service,
- Reliability of service,
- Connection issues,
- Actions by Shoalhaven Water that affect your property,
- Debts or Arrears, and
- Poor customer service