We’re committed to working with our customers, stakeholders and partners to deliver essential water services to Melbourne. We understand that sometimes things can go wrong, and we appreciate your feedback to help us get back on track.
How to submit a complaint, compliment or suggestion
Contact our Customer Service Centre and we’ll work to resolve your concerns and questions.
- Phone: 131 722
- Online: Enquiry and feedback form
- Email: [email protected]
- Mail:
Customer Service Centre
Melbourne Water
PO Box 4342
Melbourne 3001
Timeframes for resolution
We’ll acknowledge your complaints within 1 business day and aim to resolve complaints within 10 business days. If it takes longer, we’ll update you on our progress.
We take complaints seriously. The time we spend investigating is determined by the complexity of the complaint. We’ll keep you informed along the way of our steps and expected timeframe to resolve.
Further help
We aim to resolve most matters through our internal complaint process and dedicated complaints resolutions team, who will work with you to explore all possible solutions.
However, if you’re not happy with our investigation or the resolution offered, you can seek external help through Energy and Water Ombudsman Victoria. This is a free, independent and impartial resolution service for complaints including service, supply and billing.
To contact the ombudsman:
- Phone: 1800 500 509 (Monday to Friday 8.30am–5pm, excluding public holidays)
- Email: [email protected]
- Mail:
Reply Paid 469
Melbourne VIC 8060
Personal information collection and usage
If your complaint is about our works and services we record the details, including any personal information provided, in our customer database.
We normally refer complaints to the Melbourne Water team best placed to investigate and resolve it. Sometimes that means sharing your information with our contract service providers, or other organisations such as a retail water company or the Energy and Water Ombudsman Victoria. If we need to provide your personal information to another organisation, we will take all reasonable steps to let you know before we do it.
You can make an anonymous complaint, but this may impact our ability to resolve the issue.
We may contact you to ask for feedback on how your complaint was handled. Please tell us at any time if you do not want to be included in follow-up customer service calls or surveys.
Improper conduct
If your complaint is about improper conduct by Melbourne Water or our employees, officers or members, the resolution process is different.
Reports of detrimental action in relation to disclosing improper conduct are managed in line with the Protected Disclosure Act 2013, separately from complaints about our works and services. For more information view our Public interest disclosure procedure.