Customer Complaints
CUSTOMER COMPLAINT PROCESS
The Service We Provide You
We are committed to resolving customer complaints as quickly as possible. We understand that sometimes you might have a complaint about our services. Please tell us, as your feedback helps us improve what we do. Harvey Water will make every effort to resolve your complaint within 15 business days. Your privacy will be maintained at all times in accordance with our privacy policy.
What is a Complaint?
We define a complaint as a customer’s dissatisfaction in our, services, employees, or with the complaints handling process, in which you would like us to do something about or improve on. If you do not express your dissatisfaction in the accepted manner we do not consider this a complaint. We would like to work with you to resolve your complaint, however 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.
How Can I lodge a Complaint?
You lodge a complaint with us in the following ways:
How will you manage my Complaint?
If you have lodged a complaint, then we will:
What if I’m not satisfied with your response?
If you are not satisfied with our response or decision you can:
Energy and Water Ombudsman
PO Box Z5386
Perth WA 6831
2nd Floor, Albert Facey House
469 Wellington Street
Perth WA 6000
Freecall: 1800 754 004
Email: energyandwater@ombudsman.wa.gov.au
*Please contact us before you contact the Energy and Water Ombudsman so we have the opportunity to resolve your complaint first.
**Mobile calls will be charged at applicable rates
What if my complaint relates to a service Harvey Water does not perform?
If your complaint is not about our services, for example drainage, we will do our best to direct your complaint to the correct authority.
We are committed to resolving customer complaints as quickly as possible. We understand that sometimes you might have a complaint about our services. Please tell us, as your feedback helps us improve what we do. Harvey Water will make every effort to resolve your complaint within 15 business days. Your privacy will be maintained at all times in accordance with our privacy policy.
What is a Complaint?
We define a complaint as a customer’s dissatisfaction in our, services, employees, or with the complaints handling process, in which you would like us to do something about or improve on. If you do not express your dissatisfaction in the accepted manner we do not consider this a complaint. We would like to work with you to resolve your complaint, however 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.
How Can I lodge a Complaint?
You lodge a complaint with us in the following ways:
- Download and print the Complaints Form from the website, complete the details and either Email or Post to Rural Water Services.
- Email your complaint to rws@harveywater.com.au
- Write to us and post to: Rural Water Services, PO Box 456, Harvey WA 6220.
How will you manage my Complaint?
If you have lodged a complaint, then we will:
- Acknowledge that we have received your complaint immediately
- Formally register your complaint assigning a complaint handling number.
- Assign your complaint to the designated complaints officer for investigation.
- Investigate and resolve your complaint as quickly as possible, within 15 days, or advise you of the approximate time it will take to resolve your complaint.
- Contact you if we require additional information.
- Respond to you in writing of the resolution and the reasons behind our decision.
What if I’m not satisfied with your response?
If you are not satisfied with our response or decision you can:
- Call us on (08) 9729 0100 or write to us either by email or letter to have your complaint reviewed by the General Manger.
- Contact the Energy and Water Ombudsman Western Australia*, who receives, investigates and resolves complaints against water companies. It is a free and independent service that is easy to access by:
Energy and Water Ombudsman
PO Box Z5386
Perth WA 6831
2nd Floor, Albert Facey House
469 Wellington Street
Perth WA 6000
Freecall: 1800 754 004
Email: energyandwater@ombudsman.wa.gov.au
*Please contact us before you contact the Energy and Water Ombudsman so we have the opportunity to resolve your complaint first.
**Mobile calls will be charged at applicable rates
What if my complaint relates to a service Harvey Water does not perform?
If your complaint is not about our services, for example drainage, we will do our best to direct your complaint to the correct authority.