Complaints

We value your feedback and appreciate your input because it helps to improve the services we deliver.

Unfortunately, sometimes we may not meet your expectations. In those instances, we appreciate you giving us the opportunity to resolve your complaint by getting in touch with us.

All complaints are registered, and interactions are recorded, to allow for further investigation.  If your complaint is billing related, we will delay debt recovery during the investigation process.

We aim to resolve complaints as quickly as possible, however sometimes we may need additional time. We will always attempt to have complaints resolved within 15 business days and we will contact you by phone, email or in writing, as you prefer.

Whilst we would like to work with you to resolve your complaint, if your correspondence contains personal abuse, inflammatory statements or material clearly intended to offend or intimidate it will be returned to the sender and no action will be taken.

The following will guide you in the complaints process:

Step 1

To help us address your complaint as efficiently and satisfactorily as possible, please gather any information that can help us resolve your complaint. This includes:

  • Your contact details (name, email address and daytime phone number)
  • The address of the property that is the subject of your complaint
  • A description of the problem, the date the incident occurred and how it is affecting you
  • The suggested remedy you are requesting or what you would like to see to resolve the issue
  • Any documents, photos or relevant supporting information
  • Anything else you feel would help us better understand your complaint [per LSW}

Step 2

Lodge your complaint

  • using the online customer enquiry form, or
  • by email to admin@mucheawater.com.au or
  • by mail to our offices – PO Box 1982, West Perth WA 6872.

We will acknowledge receipt of your complaint within 10 business days.

If you need assistance please contact us.

For speech or hearing assistance call the National Relay Service 13 36 77, or if English isn’t your first language call the telephone interpreter service 13 14 50 and request 08 9551 1620.

Step 3

We will review your complaint and advise you of the outcome within 15 business days.

If you are not satisfied with our response, you may request a review by our Operations Director who will investigate further. Your issue will be reviewed objectively, factually and in an unbiased manner. Once the investigation is complete, we will contact you by phone, email or by post with an outcome.

You may also refer your complaint to the Energy and Water Ombudsman. The Energy and Water Ombudsman website has more information on their process for dealing with complaints. The Energy and Water Ombudsman can be contacted by telephoning 1800 754 004 or emailing energyandwater@ombudsman.wa.gov.au.