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Customer Complaints Policy
Goulburn Valley Water provides water and wastewater services to domestic,
commercial and industrial customers in the Goulburn Valley Region.
The Corporation recognises that complaints provide a means for improving
customer service and is committed to ensuring that all complaints are dealt with
in an efficient, effective and timely manner.
It will achieve this through:
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Providing an efficient, fair and accessible mechanism for the
resolution of complaints in accordance with the principles of Australian
Standard (AS4269:1995).
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Providing where requested written responses to enquiries and
complaints, dealing with the substance of the enquiry or complaint, within
10 business days.
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Increasing the level of customer satisfaction by dealing with
all complaints in an expedient and effective manner.
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Recognising, promoting and protecting our customers' rights
including the right to complain.
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Providing our customers with information about our complaints
handling procedures.
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Providing customers with the opportunity to have their
enquiry or complaint referred to a more senior manager if the matter cannot
be satisfactorily resolved. Should resolution of the matter not be
achieved, the manager will inform the customer of the opportunity to refer
the matter to the Energy and Water Ombudsman (Victoria).
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Providing reasonable assistance to a customer who wishes to
initiate a complaint.
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Adequately resourcing the complaints handling system to
provide effective resolution to complaints.
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Training our employees to deal with complaints in an
appropriate manner and empowering them with sufficient levels of delegation
to resolve complaints effectively. Where possible, complaints should be
resolved at the first point of contact.
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Accurately and systematically recording all complaints in our
centralised complaints register (Hansen).
The Corporation will strive for continuous improvement by regularly monitoring
complaints in an endeavour to identify and rectify systematic and recurring
problems and thereby improve the quality of the services we provide to our
customers.
Senior management will communicate the content of this policy to our staff,
customers and stakeholders and the policy will be available on the Corporation’s
internet site.
Laurie J Gleeson
MANAGING DIRECTOR
Revised
2 July 2007
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