Complaints and compliments
Complaints and compliments
We welcome your feedback
Your feedback is important to us and helps us make our best better.
If you have a complaint, we’ll work with you and focus on what has happened and why so we can take the right steps to resolve the matter and learn from each experience. Here's how we will do that together:
Step one - Talk to us
If you have feedback for us – whether positive or negative - it’s important we hear about it.
Step two - Internal review
If your matter can not be resolved during step one, you can ask for an internal review.
Step three - External review
If the matter is not resolved to your satisfaction, you may access an independent and free review by contacting the Energy and Water Ombudsman of South Australia.
How to contact us
Step one - Talk to us
We take all feedback seriously and will work with you try to find a solution that’s fair and reasonable.
If you’re unhappy with an SA Water experience, or want to provide feedback, there are a number of ways to let us know.
Step two - Internal review
If you’re unhappy with the outcome of your complaint or our handling of your complaint, you can request an internal review. Our Customer Advocacy and Resolution team will contact you to discuss the next steps and keep you informed about what’s happening, why it’s happening, and provide a timeframe to resolve the matter.
Our Customer Advocacy and Resolution team work on existing complaints only. Please ensure you have completed step one before requesting an internal review. Requests for an internal review that have not been investigated in step one will be referred back to this step before proceeding.
You can request an internal review by submitting an online complaint form and informing us that you have already made a complaint.
Step three - External review
If the matter is not resolved to your satisfaction, you may access an independent and free service by contacting the Energy and Water Ombudsman of South Australia. This office can help you with billing, account payment, connection, supply, privacy, and customer service complaints. You can call them on telephone: 1800 665 565 (free call) or email them at contact@ewosa.com.au
Don’t forget to tell us when we do a good job
If you want to provide some positive feedback or a compliment, we would love to hear about it.
For more information about how we record, manage and respond to complaints, enquiries and escalations across all our communication channels, you can view our customer enquiry, complaint and resolution process.
