Potential customer privacy incidents: During our billing system upgrade, some customer details were incorrectly migrated, causing bills to be sent to old or secondary addresses, learn more at Update on billing delays.
Billing delays and support: View the latest on billing delays and support options or register for in-person support at a customer care day near you.
We appreciate the opportunity to resolve your concerns and are here to assist you every step of the way.
If you’d like to speak to a team member in person, we’re hosting customer care days across the region, where you can book in a time to get the support you need.
How to make a complaint
If you’ve contacted us and your enquiry hasn’t been resolved to your satisfaction, you can lodge a formal complaint by following the steps below:
Submit your complaint You can lodge a formal complaint through our complaint management process by contacting us via phone, webchat, SMS, My GWW, or our online form.
We’ll review your complaint Our Customer Resolution team will handle your complaint. You’ll receive an acknowledgment of receiving your complaint within 1 working day, an interim update within 3 working days, and we aim to provide a full resolution within 10 working days.
Not satisfied with the outcome? If you’re not happy with the resolution, you will be offered a review by our Customer Care Review Panel, which includes members of our Senior Leadership team. They’ll assess both your complaint, and the resolution provided.
Review outcome The Customer Care Review Panel will acknowledge receipt of your review within 1 working day. They will assess your case and inform you of the outcome within 5 working days.
Still not resolved? If you remain unsatisfied with the outcome, you can refer your complaint to the Energy and Water Ombudsman Victoria (EWOV) for an independent review.