Customer
Complaints
Complaints may be lodged by telephone or in writing to any Office of the Corporation. Any
complaint will be initially dealt with by the appropriate section
who will offer a solution under the direction of the section General Manager.
If the solution or action taken does not satisfy the complainant,
the matter will be referred to the Managing Director for review.
The Managing Director will ensure that the complaint has been
properly investigated and that the final decision has taken into
account the Customer's rights and obligations. The reply will inform
the Customer of the actions or decisions taken by the Corporation
and the reasons for these decisions, including any legislative or
policy basis for them, if appropriate.
The complaint review will be conducted in accordance with the procedures
for enquiries, as set out above.
In the event that the complaint is still not resolved, the matter
will be considered to have become a dispute. LMW will
inform the Customer that they may refer the matter to the Energy and Water Ombudsman. LMW will
advise the Customer how they may contact this organisation.
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How
To Raise Issues With Lower Murray Water
You can contact us directly or by telephoning any of our three area
offices located at Mildura, Swan Hill and Kerang. Staff
at any of these offices will do their best to resolve your issue.
If they are unable to do so, the matter will be passed on to a more
senior officer.
You may wish to mail information about your concern.
Lower Murray Water will respond in writing within 10 business days.
Help Us To Help You
By providing as much relevant information as possible at the outset,
you will be able to play an important part in resolving the issue.
Try to have all supporting documentation and any evidence supporting
claims or concerns available when you first make contact.
We Want To Hear From You
If you have a query, chances are other customers may have the same
query. Your feedback could alert us to problems we aren't currently
aware of. Please contact us through the options listed on the page.
Where To Next
If you have raised an issue with Lower Murray Water, and we have
been unable to resolve your issue, you may then choose to call the
Energy and Water Ombudsman (Victoria) on freecall 1800 500 509.
The Energy and Water Ombudsman is not an advocate for either the
customer or Lower Murray Water, but has the power to investigate
and resolve disputes between customers and Lower Murray Water, fairly
and independently. Resolution is reached based on the information
provided by both parties and is binding on us.
The Energy and Water Ombudsman will not accept complaints if you
have not approached Lower Murray Water first.
The services of the Energy and Water Ombudsman (EWOV) are free and available
to all Lower Murray Water customers.
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