Metrowater is committed to providing you with high quality water and wastewater services. If you have any problems with our services, please contact us so that we can deal with your enquiry or complaint. We will investigate the matter and respond to your concern promptly, courteously and efficiently.

Step 1: Call us
If you are unhappy or concerned about any aspect of our service, please phone our Customer Services Team on 09 624 4800, and our trained staff will do their best to resolve your issue there and then.

If the matter cannot be resolved immediately by our Customer Services Team, we will investigate the situation further to determine what occurred and what we can do to resolve the matter.

We will always try to respond to you with an answer within five working days – by telephone where possible, or in writing. In the case of a longer investigation, we will 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 Metrowater 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 will usually share any costs involved.

If mediation or arbitration is not acceptable to either party or if we can not 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, for matters over $15,000 to the Court.

Disputes involving 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 Metrowater will not initiate any further collection actions or charge any interest on the disputed amount while we investigate the matter.