What if I have a complaint?

We recognise that complaints provide a means for improving customer service and we are committed to ensuring that all complaints are dealt with in an efficient, effective and timely manner.  Goulburn Valley Water has a procedure for dealing with complaints and has developed a Customer Complaints Policy.

If you have a complaint please contact us as shown above.  We will respond promptly to your complaint and will do our best to make sure the problem is resolved to your satisfaction.  If we can't solve it immediately, we will let you know what we are doing.

You have a right to:

• A personal or telephone response within 2 business days where there has been personal or telephone contact with GVW and GVW has been unable to solve the situation immediately.
• Where requested, a written response to an enquiry or complaint, dealing with the substance of the enquiry or complaint, within 10 business days, or advice when a reply will be received if the enquiry or complaint is complex.

We suggest that complaints should be directed to the person or section that has previously been handling your matter.  If you are not satisfied with the response you receive or would prefer to discuss the matter with someone else within Goulburn Valley Water you may contact our General Manager - Corporate Services directly.

Written Complaints:  PO Box 185, Shepparton 3632

Telephone:  03 5832 0400

Facsimile:  03 5831 1467

e-mail:  mail@gvwater.vic.gov.au

What if the dispute is over money?

If your complaint involves a disagreement over money you owe, we will not seek payment unless the dispute has been resolved in our favour.  You must, however, pay any other amount which your owe us and which does not directly relate to your complaint.

What if I'm not satisfied with the outcome?

You may request that any outcome you are not entirely satisfied with is referred to our Managing Director for further review.  Our Managing Director will make sure that the matter has been properly investigated and that the final decision meets all our customer obligations.  Our reply will give you reasons for the final decision and also tell you of any other body that may help with your complaint.

If you are not satisfied with the reply, you have the right to seek external resolution of a problem that cannot be resolved to your satisfaction by other means.  You may contact the Energy and Water Ombudsman who provides an independent complaints and dispute resolution scheme to assist water and energy customers.