Watercare takes our customer service obligations seriously – and we want to know if we are not delivering to your expectations.
Our commitment to you
Watercare provides goods and services to more than 1.4 million Aucklanders. While we aim for the best standard of service there may be instances where you as the customer are not satisfied. If you have any complaints in relation to our services, please follow the steps below so that we can help and resolve your complaint as promptly and efficiently as possible.
Step 1: Contact us
If you are unhappy or concerned about any aspect of our service please contact our Customer Services Team either by phone on (09) 442 2222 or by email at info@water.co.nz.
If the matter can’t be resolved immediately, we will investigate the situation further to see what we can do to find a resolution. We’ll always try to get back to you with an answer within five working days – by telephone where possible, or in writing. In the case of a longer investigation, we’ll give you an initial reply within five working days and a more detailed response within ten working days.
If, for any reason, you are still unhappy with the resolution or you believe that Watercare has breached a specific duty or obligation owed to you, you may wish to move to Step 2.
Step 2: Work with us
If you have a specific complaint and are not happy with the response you receive, you may wish to discuss mediation or arbitration with us. If both parties agree to proceed with mediation or arbitration, we’ll usually share any costs involved.
If mediation or arbitration is not acceptable to either party or if we can’t agree that there is a genuine basis for complaint, you can seek to have the matter escalated through more formal proceedings.
Step 3: Other options
If we have been unable to work together to satisfactorily resolve a genuine dispute, either of us may refer the matter to the Disputes Tribunal or to the court, for matters over $15,000.
Disputes involving outstanding payments
If there is a payment or outstanding balance on an account relating to a genuine dispute that involves a specific breach of obligations or duties we will, while the dispute is being considered, freeze the disputed amount. This means that Watercare will not initiate any further collection actions or charge any interest on the disputed amount while we investigate the matter.
Customer commitment
Watercare aims to provide great service and great value and takes pride in meeting Aucklanders' need for reliable, safe and affordable water and wastewater services.
Watercare's customer charter and terms, called Working with you, explains your rights and responsibilities as a customer and our commitments to you in providing safe and reliable water and wastewater services. There are also a number of other provisions to be aware of, such as information regarding the point of supply.