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Resolving customer complaints

Do you want to make a complaint?

Send it to us

The form may take a couple of seconds to load. Once you've lodged your complaint, you will be sent a confirmation. Please make a note of the incident number for future reference.

If you have any problems, we want to know about them. We will investigate the enquiry or complaint and try to resolve it to your satisfaction.

If your complaint relates to bodily injury, and/or loss or damage to your property arising from Sydney Water's business activities, please visit the Making a claim for loss or damage page of this website.

If, after giving us the opportunity to resolve the issue, you are not satisfied with the outcome, you may choose to contact the Energy and Water Ombudsman NSW (EWON).

EWON provides an independent way of resolving complaints. The Ombudsman is able to make decisions without any interference, based on what is fair and reasonable in the circumstances of each case. This service is free to consumers.

For further information and contact details for EWON, please visit the Energy and Water Ombudsman NSW website.

The report of customer complaints to EWON is compiled annually to the Independant Pricing and Regulatory Tribunal (IPART). The information gathered is obtained from Sydney Water's records and EWON's reports.