Customer Feedback

SunWater places a high value on customer feedback with a view to improving our performance to increase customer satisfaction.

We recognise that there may be times when we do not get it right, when this happens we want to learn and understand so we can improve. If you are unhappy with our service, we welcome the opportunity to put things right.

When we get things right

We can learn from good feedback too, so if you are really happy with your SunWater experience, we would love to hear from you.

If we don’t get things right the first time

SunWater is committed to providing a fair, efficient and effective complaints management process and ensuring openness and transparency in handling your complaint.

A complaint is a constructive expression of dissatisfaction made to or about SunWater related to its services, policies, procedures, products, our staff or contractors or the complaints-handling process itself, where a response or resolution is explicitly or implicitly expected.

How to make a complaint / provide feedback

You can do this in any of the following ways:

Complaints may also be made anonymously. Please provide sufficient detail so that SunWater can understand your complaint or concern.

How your complaint will be considered

When you let us know about your complaint, we will try to resolve it straight away. If it is complex, or involves other parties we may need longer. However, we will let you know if this is the case.

If we can’t resolve your complaint to your reasonable satisfaction, this can be escalated to the next level of management for resolution.

How long it will take

SunWater will attempt to resolve your complaint in a timely manner. If we are unable to do this we will acknowledge your complaint in writing within three business days.

We will attempt to resolve or provide a response to your complaint within 20 business days of acknowledgement of the complaint.

If the response is going to take longer than 20 business days to resolve or respond to, we will advise why and provide you with regular updates.