Contact

Contact Us

Information request and feedback form

Customer enquiries

Phone: 13 15 89

Live chat: sunwater.com.au

Email: customersupport@sunwater.com.au

Brisbane office

Green Square North
Level 9, 515 St Pauls Terrace
Fortitude Valley, Queensland 4006

Phone: 07 3120 0000
Fax: 07 3036 6482

International callers can phone +61 7 3120 0000 Monday to Friday 8.30am–4.30pm AEST. For details regarding the locations of our regional offices, please click here.

Media enquiries

For all media enquiries including media requests for access to Sunwater owned-assets, please contact:

Sunwater Media team

Phone: +61 7 3120 0047
Email: media@sunwater.com.au

Community enquiries

For all community-related enquiries, please contact community@sunwater.com.au

Phone: 13 15 89

Property enquiries

For all property-related enquiries, please contact property@sunwater.com.au

Phone: 13 15 89

Emergency operational contacts (out of hours)

Note: These numbers are not for water ordering.

Mareeba07 4086 3101
Burdekin0408 312 238
Emerald07 4995 5212
Blackwater pipeline07 4995 5212
Bundaberg and Lower Mary0407 698 504
Biloela pipelines07 4995 5207
Biloela River07 4995 5208
Collinsville07 4785 6973
Kenya and Woleebee Pipelines07 4579 2401
Moranbah07 4816 7519

Feedback and complaints

Sunwater believes that our customers and stakeholders have the right to offer feedback, ask questions or voice their concerns.

We are committed to investigating all complaints we receive.

We will:

  • treat you respectfully 
  • handle all complaints fairly, equitably, confidentially and professionally  
  • give timeframes and keeping you informed throughout the resolution process
  • provide escalation and external resolution options. 

We aim to resolve complaints within 10 business days of acknowledging receipt. We will communicate with you ahead of time in instances where this timeframe cannot be met.

How to make a complaint

Phone: 13 15 89 between 8:30am and 4:30pm, Monday to Friday

Email: swfeedback@sunwater.com.au

Website: Information request and feedback form

Mail: Stakeholder Relations Manager – Operations, PO Box 15536 City East, Brisbane Queensland 4002

To help us respond as quickly and efficiently as possible, please include the following information:

  • your full name
  • your best contact details
  • customer or water account number, if applicable
  • description of the issue or concern
  • actions taken, if applicable
  • your expectations
  • location of incident, if applicable.

Feedback and compliments

Please don’t hesitate to let us know when we’ve done something right or you have general feedback for us too. Our team would love to hear from you. You can contact us on any of the above methods.