Complaints Resolution Policy

Greater Western Water (GWW) is committed to effectively, and promptly, resolving complaints.

GWW has developed a framework and set of processes, to manage feedback and ensure complaints are dealt with in a timely and effective manner

This policy applies to all Greater Western Water employees, contractors, or volunteers. 

It covers: 

• GWW framework and set of processes for dealing with customer complaints
• what is a complaint?
• what is not a complaint?
• accessibility
• complaints by third parties
• how we handle complaints
• complaint types and response times
• complaint responsibilities
• confidentiality, privacy and protected disclosures
• non-English-speaking customers
• roles and responsibilities