Whakahoki kōrero, amuamu hoki
Feedback and complaints
We aim to provide the best standard of service at all times. If you are dissatisfied with us for any reason, please let us know.
Here are the steps to follow:
Here are the steps to follow:
Step 1: Contact usIf you are unhappy or concerned about any aspect of our service, you can choose one of these options:
Complete the online complaint form.
Write to us: Watercare, Private Bag 94010, Manukau City, Auckland 2241.
Call us: (09) 442 2222 and select the relevant option.
We will respond to email or contact made through this website within three working days.
We will respond to written correspondence within 10 working days.
If you are still unhappy with the result, or you believe we have breached a duty or obligation owed to you, you may wish to move to Step 2. Read our complaints management policy here.
If you are unhappy or concerned about any aspect of our service, you can choose one of these options:
Complete the online complaint form.
Write to us: Watercare, Private Bag 94010, Manukau City, Auckland 2241.
Call us: (09) 442 2222 and select the relevant option.
We will respond to email or contact made through this website within three working days.
We will respond to written correspondence within 10 working days.
If you are still unhappy with the result, or you believe we have breached a duty or obligation owed to you, you may wish to move to Step 2. Read our complaints management policy here.
Step 2: Work with usIf you have a specific complaint and are not happy with our response, you may wish to discuss mediation or arbitration with us. If both parties agree to proceed with mediation or arbitration, we will usually share any costs involved.
If mediation or arbitration is not acceptable to either party or if we cannot agree that there is a genuine basis for complaint, you can advance the matter through a more formal process.
If you have a specific complaint and are not happy with our response, you may wish to discuss mediation or arbitration with us. If both parties agree to proceed with mediation or arbitration, we will usually share any costs involved.
If mediation or arbitration is not acceptable to either party or if we cannot agree that there is a genuine basis for complaint, you can advance the matter through a more formal process.
Step 3: Other optionsIf we have been unable to work together to satisfactorily resolve a dispute, you have the option to raise your complaint using the services below. These are impartial entities and will investigate to make a final ruling.
The Disputes Tribunal, or for matters over $15,000
The Court, for matters over $20,000
Disputes about outstanding payments
If there is a payment or outstanding balance on an account relating to a genuine dispute involving a specific breach of obligations or duties we will, while the dispute is being considered, freeze the disputed amount. This means that we will not seek any further collection or charge any interest on the disputed amount while we investigate the matter.
If we have been unable to work together to satisfactorily resolve a dispute, you have the option to raise your complaint using the services below. These are impartial entities and will investigate to make a final ruling.
The Disputes Tribunal, or for matters over $15,000
The Court, for matters over $20,000
Disputes about outstanding payments
If there is a payment or outstanding balance on an account relating to a genuine dispute involving a specific breach of obligations or duties we will, while the dispute is being considered, freeze the disputed amount. This means that we will not seek any further collection or charge any interest on the disputed amount while we investigate the matter.