We welcome your complaint, compliment, suggestion or comment / question, as an opportunity to maintain your confidence and trust and generally improve our customer service performance and efficiency.
How to send us a complaint, compliment or suggestion
1. Complete our feedback form
2. Call our Customer Services Centre on 1300 650 950
3. By letter to:
Customer Feedback Manager
GPO Box 1751
Adelaide SA 5001
4. Email: firstname.lastname@example.org
The principles of SA Water’s Managing Customer Feedback policy include:
Accessibility - the customer feedback policy and process is available upon request.
Visibility - information about the feedback policy and procedure is published.
Objectivity - the customer feedback is addressed in an equitable, objective and unbiased manner.
Responsiveness - every effort is made to satisfy customer feedback at the first contact. Where follow-up is required it is managed within response targets.
Customer rights - the right of our customers to disagree with us is respected.
Continual improvement - analysis of the customer feedback will drive improvement in customer service and the feedback process.
Accountability - systematic recording and reviewing of customer feedback is in place with appropriate reporting.
Privacy - information concerning feedback is available when required but only for the purposes of addressing the feedback and is actively protected from disclosure unless the customer consents to its disclosure.
If you are not satisfied with the way your feedback was handled, or with the outcome, the Managing Customer Feedback procedure provides an opportunity for your complaint to be escalated within SA Water. If this action is required you may telephone 1300 650 950 and request a return call from our Customer Feedback Team or email your concerns to email@example.com
If all internal options have failed your expectations, our Customer Feedback Team will suggest an independent, external option to pursue your complaint.