Goulburn-Murray Water recognises that effective complaints management is
fundamental to the provision of high quality customer service and is
committed to ensuring that all complaints are dealt with in an
efficient, effective and timely manner.
If you have a complaint please contact us by following the process explained below.
All complaints are treated as genuine and will be investigated in
accordance with the Corporation's Complaints Management Guidelines. We
aim to resolve your complaint within 10 working days or advise you of
the progress towards its resolution.
Our complaints processes reaffirm our commitment to our corporate values
of customer service, cooperation and respect. All complaints are
investigated thoroughly.
Making a complaint
To lodge a complaint you can call, write or email us.
Customer Service Centre
Goulburn-Murray Water
PO Box 165
Tatura VIC 3616
To make the process as straight forward as possible G-MW has developed a 'Complaint Form' . The use of this form is optional, you may provide your own written submission.
By providing as much relevant information as possible at the outset, you
will be able to play an important part in resolving your complaint.
Please try to have all supporting documentation and any evidence
supporting claims or concerns available when you first make contact.
It is often more effective to write rather than call, especially if your
complaint is complex and you need to provide copies of documents.
Making a complaint can often stir up emotions, but it is important to
focus on the main problem as this will help you to get your point
across.
It is useful to indicate what action you think the corporation could realistically take to resolve the problem.
If you need assistance or advice about making your complaint please contact our Customer Service Centre on 1800 013 357.
What to expect
Goulburn-Murray Water's management of complaints is consistent with:
-
Australian Standard, AS ISO 10002:2006.
-
Essential Services Commission Customer Service Code
A person making a complaint can expect to:
-
have complaints treated as genuine and to be properly investigated;
-
be given appropriate and easily understood information regarding the complaints process.
Goulburn-Murray Water will:
- provide sufficient resources to ensure all complaints are adequately managed and investigated;
-
encourage and expect employees to actively listen to a customer making a complaint;
- resolve the complaint, or make the complainant aware of the
progress towards the resolution of their complaint, within 10 business
days; and
-
within the bounds of legislative and policy requirements, do its best
to assist in a resolution that is to the satisfaction of all parties.
Our response to a complaint will deal with the substance of the
complaint or will inform the customer when they will receive such a
reply if the complaint is complex.
The response issued by Goulburn-Murray Water will provide reasons for
any decision given and if appropriate will include the legislative or
policy basis for the reasons.
Complaints about your account
If your complaint involves a disagreement regarding your account
balance, we will not seek payment while we investigate your complaint
and then only if the dispute has been resolved in our favour. However,
if you owe any other amount which does not directly relate you your
complaint, this must be paid.
Not satisfied with the outcome?
In the event that the complaint is not resolved to your satisfaction,
you may escalate the complaint to senior management by contacting the
Manager Water Administration. If the Manager Water Administration was
involved in responding to the initial complaint, your continued
dissatisfaction will be referred to Executive level management.
Manager Water Administration
Goulburn-Murray Water
PO Box 165
Tatura VIC 3616
Freecall - 1800 013 357
Following the review, you will be provided with a final decision.
Energy and Water Ombudsman Victoria
If you have raised an issue with Goulburn-Murray Water and we have been unable to resolve it, you may then choose to call the Energy and Water Ombudsman Victoria (EWOV) on 1800 500 509.
The Energy and Water Ombudsman will not accept complaints if you have not approached Goulburn-Murray Water first.
The Energy and Water Ombudsman is not an advocate for either the
customer or Goulburn-Murray Water, but has the power to investigate and
resolve disputes between customers and Goulburn-Murray Water, fairly and
independently. Resolution is reached based on the information provided
by both parties and is binding on us.
The services of the Energy and Water Ombudsman are free and available to all Goulburn-Murray Water customers.
Goulburn-Murray Water - April 2011