Customer Service
State Water has established a Customer Information Centre to assist with all general enquiries.
Customers can call 1300 662 077 between 8.30am and 4.30pm, Monday to Friday. Customer Information Officers will assist with billing and water account enquiries.
The Customer Information Centre services our customers in three major valleys, Northern Valley, Central Valley, and Southern Valley.
State Water has also developed an internet based water account system iWAS to allow licence holders to order water, enter meter readings and download water account statements at their convenience.
Each valley has Customer Field Officers (CFOs), who manage customer water accounts by monitoring usage, while Transaction Officers based in Deniliquin process water trades.
Every State Water customer is aligned with a particular river which has its own Water Sharing Plan (implemented by NSW Office of Water) and its own operational needs.
To ensure consistent consultation with our customers, State Water has Customer Service Committees (CSCs) that represent the customers in each of the areas covered by a Water Sharing Plan. These committees help us to meet water delivery and asset needs. The CSCs provide State Water with a forum for consultation with customers on services we provide.
To ensure that our customers receive quality service, State Water:
- Has a Customer Service Charter that outlines the standards of customer service that customers can expect and what State Water needs in return from customer.
- Conducts a Customer Service Satisfaction Survey every three years, with the most recent survey conducted in 2006. We are currently preparing a survey for 2009.
- From the results State Water develops a Customer Satisfaction Strategy to address any areas of improvement.
State Water is one of many organisations involved in providing bulk water to rural and regional NSW. The NSW Government, through its various departments provides specific services that State Water relies on in order to provide customers with a quality water delivery service.
State Water has established a Memorandum of Understanding with the following departments:
NSW Office of Water (formerly Department of Water and Energy)
Department of Primary Industries
Department of Environment and Climate Change