Lodging a complaint

Barwon Water is serious about delivering world-class customer service to you, our consumer. As such, we are committed to successfully handling complaints and using them as an improvement tool.

It is our aim to reach a fair and reasonable resolution to complaints received in as timely a manner as possible. Barwon Water has created the role of the Customer Liaison Co-ordinator to assist in this aim. Complaints are co-ordinated and managed by Chris McLeod, telephone (03) 5226 2376.

Barwon Water's Complaint Management System (CMS) has been developed to conform to Australian Standard 4269-1995. The system captures, tracks and analyses complaints to enable improvements to be made to reduce the number of complaints received. Every employee of the organisation has been trained to log complaints, and the automated system ensures that those complaints reach the relevant people within Barwon Water.

If you wish to draw our attention to an issue that is of concern to you, please complete the form below.

If you are not satisfied with the resolution proposed by Barwon Water, you may wish to contact the Energy and Water Ombudsman (Victoria) (EWOV).

The mission of the EWOV is "to receive, investigate and facilitate the resolution of complaints and disputes between consumers of electricity, gas and water services in Victoria and members of the scheme." Barwon Water is a member of the EWOV scheme.

The EWOV can be contacted on Freecall 1800 500 509 or at GPO Box 469D, Melbourne, 3001