Your feedback is important to us and we want to ensure we investigate any concerns thoroughly.
When you're not happy with our service, here's what you do
If we don’t resolve the problem and you want to complain, you can:
-
email us at customer.service@unitywater.com
-
submit the online feedback form
-
write to us at:
Customer Service Review Team, Unitywater
PO Box 159
Caboolture Qld 4510
When we receive your letter, email or online feedback form, one of our service review officers will contact you within 3 business days to explain what happens next.
We aim to respond to complaints within 10 business days. For more complex cases, we might need a little bit longer. If we do, we’ll let you know.
If you’re still unhappy with the response, you can contact us again and ask for it to be reviewed at the next level of our complaints process.
We’ll respond within 10 business days.
If you’re not satisfied with our handling of your complaint and you’ve escalated this through our complaints procedure, you can raise your concerns with the Ombudsman.
Non-pricing complaints: For all matters except those relating to pricing, please contact the Energy and Water Ombudsman Queensland (EWOQ) on 1800 662 837 or via email at complaints@ewoq.com.au.
Pricing complaints: If you are upset with Unitywater’s pricing structure, please refer to the Queensland Ombudsman on either 1800 068 908 or (07) 3005 7000 or make a complaint via their website ombudsman.qld.gov.au.
