Other

How do I resolve an issue or complaint with Unitywater?

 

What are my rights as a customer of Unitywater?

 

How do I resolve an issue or complaint with Unitywater?

We are committed to resolving your complaints and providing excellent customer service, which is defined in our Customer Charter. If you have any issues with Unitywater we have a thorough internal process to investigate and resolve the matter. We manage complaints in accordance with AS ISO 10002-2006 Customer Satisfaction Guidelines for Complaints Handling in Organisations.

Please contact us first and we will endeavour to resolve any issue, or use our online enquiries form.

If, following our investigations, the complaint is not resolved to your satisfaction we will escalate your complaint to our Complaint Management Team for review.

If, following this review, you still remain dissatisfied with the outcome, you can refer the matter to the Energy and Water Ombudsman Queensland (EWOQ) . The EWOQ is free, fair and independent, and works with you and Unitywater to resolve your complaint.

For more information about the EWOQ:

Back to top ^

What are my rights as a customer of Unitywater?

Your rights and your obligations as a customer of Unitywater are defined by the Water and Sewerage Services Code for Small Customers in South East Queensland.

Back to top ^

 

 Complaints 2015/16
More than 85% of complaints resulted in no further action
Number of complaints received 376
Number of complaints resulting in further action 48
Number of complaints resulting in no further action  328

Unitywater manages complaints in accordance with AS ISO 10002-2006 Customer Satisfaction
Guidelines for Complaints Handling in Organiscations and published this information in
compliance with the Public Service Act 2008.

Will the pensioner rebate apply to my Unitywater account?

 

Does Unitywater offer an early payment discount?


Will the pensioner rebate apply to my Unitywater account?

The Queensland Government pensioner water subsidy of $120 will be applied to Unitywater accounts as per the Government’s conditions. This is $30 every quarter for Moreton Bay and Sunshine Coast accounts.

Eligible pensioners can apply for a pensioner rebate by downloading the Pensioner water subsidy application form (PDF).

Back to top ^

Does Unitywater offer an early payment discount?

No, Unitywater does not offer an early (pre due-date) payment discount.

Back to top ^

    Saving Tips
  • Pool Tip #5

    If your pool is heated, reduce the temperature if possible, particularly when the pool is not in use.  This will reduce evaporation and save energy.

    ·         If your pool is heated, reduce the temperature if possible, particularly when the pool is not in use.  This will reduce evaporation and save energy.