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Making a Complaint
How to make a complaint
Complaints we can & can't take
Who we can take complaints about
Making a complaint for somebody else
Our complaints process
FAQs
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Community Resources
Information sheets
Information in other languages
Forms
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Handy links
Common issues
Complaint trends
Case studies
Water provider replaces faulty meter
Default listing removed after Ombudsman involvement
Complaint about double billing leads to significant refunds to strata customers
Small business compensated for economic loss
Estimated meter readings leads to a credit
Pensioner receives backdated rebate
Pensioner receives assistance for water leak
Network infrastructure moved for customer
Change in regulation gets customer’s solar connected
Strata owners receive credit
Payments reduced with aid of financial counsellor
Investigation corrects historical billing issues
Payment for damage due to faulty connection
Reassessment and reduction in water charges
Further payment arrangement provided
Ombudsman involvement reduces estimated bills
Ombudsman involvement leads to backdated rebate
Ombudsman investigation assists property purchaser
Infrastructure moved without cost to the owner
Bill for damaged water meter waived
Investigation leads to removal of credit listing
Ombudsman involvement reduces bill
Ombudsman involvement leads to urgent reconnection
Distributor provides accurate consumption estimate
Ombudsman's investigation avoids disconnection
Bill corrected and credit listing removed
Waived debt due to history of domestic violence
Debt waived and concessions applied for a customer
Apology and concessions for elderly customer
Ombudsman facilitates a correct payment
Investigation of damage to appliance
Credit listing removed after Ombudsman involvement
Ombudsman assists in keeping customer connected
Service Providers
Handling complaints
Responding to the Ombudsman
Legislation and Codes
Service provider contacts
News
News and Media
Ombudsman publishes 2022-23 Annual Report
Raising awareness and access in Esperance
Raising awareness and access in Carnarvon
Raising awareness and access in the West Pilbara
Ombudsman at Wagin Woolorama in March 2023
Ombudsman publishes 2021-22 Annual Report
Raising awareness and access in the East Pilbara
Chairperson of the Board of the Energy and Water Ombudsman appointed
Ombudsman publishes 2020-21 Annual Report
Raising awareness and access in the West Kimberley
Raising awareness and access in the East Kimberley
Ombudsman at Dowerin Field Days
In memoriam: Menno Henneveld
Raising awareness and access in the Wheatbelt
Ombudsman at Wagin Woolorama
Energy and Water Ombudsman launches new website
Ombudsman publishes 2019-20 Annual Report
Ombudsman publishes 2018-19 Annual Report
Raising awareness and access in Kalgoorlie
Raising awareness and access in the Peel
Ombudsman publishes 2017-18 Annual Report
Raising awareness and access in Southern WA
Raising awareness and access in the Mid West
Raising awareness and access in the South West
Ombudsman publishes 2016-17 Annual Report
Raising awareness and access in the Gascoyne
New water services jurisdiction from January 2014
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