Complaints Policy
Queensland Urban Utilities recognises that customers may need to notify us in the form of a complaint if a service, product, decision or action fails to meet their expectations or our standards.
Queensland Urban Utilities is committed to treating complaints promptly, fairly, equitably, confidentially and professionally. Complaints are accepted and managed with a view to improving our services, products, decisions and actions in an effort to increase satisfaction for our customers.
We will receive, acknowledge, investigate, direct remedial action and respond to complaints promptly. Where a response and/or remedy can be provided immediately, our staff and management will provide the information to, or take the necessary action for, the complainant and close the complaint if the customer is satisfied with the remedy or explanation. We will record the details of all complaints.
Lodge a compliant
When you make a complaint, you should include your name, address and telephone number. We also suggest that you include full details of the incident or issue including:
- dates (where appropriate)
- reference or account numbers
- any information you believe would assist us to understand and investigate your complaint further and
- your desired solution, remedy or outcome.
You may lodge your complaint through any of the contact points listed below:
Phone
13 26 57 General Enquiries
13 23 64 Faults and Emergencies
+617 3403 8069 From overseas
Website
Queensland Urban Utilities
GPO Box 2765
Brisbane QLD 4001
Visit
Queensland Urban Utilities
Level 1, TC Beirne Centre
315 Brunswick Street Mall
Fortitude Valley, QLD, 4006
Translation Services
If you need an interpreter, contact the Translating and Interpreting Service on 131 450 and ask to speak with Queensland Urban Utilities on 13 26 57 (General Enquiries) or 13 23 64 (Faults and Emergencies).
Escalation Options
If you are not satisfied with the outcome of our response, you may request a review by submitting your request in writing.
If you are not satisfied with the outcome of the review, you have the right to take your complaint to the Queensland Ombudsman’s Office. The Queensland Ombudsman’s Office will assist in cases where a complainant has provided sufficient opportunity to an organisation to resolve a complaint in the first instance without a satisfactory outcome.
Timelines for Response
Complaints will be classified as part of the management process. We will respond to, or provide a status update on all complaints within 20 business days. Where a complaint is of a serious or urgent nature, complaints will be resolved as soon as practical.
Compliance
Our Complaint Management Policy and Framework has been developed in line with best practice principles and complies with the Australian Standard, Customer satisfaction – Guidelines for complaints handling in organisations (ISO 10002:2004, MOD)
