Complaints handling policy

It is Icon Water's policy to:

  • receive complaints by telephone, facsimile, email or letter
  • resolve your complaint as soon as reasonably possible
  • deal with your complaints professionally, efficiently and fairly
  • keep you advised of progress or changes 
  • discuss with you any cost that may be associated prior to undertaking any action
  • provide reasons for all of our decisions
  • learn from your feedback and improve Icon Water's service and product delivery
  • treat all customers with courtesy and respect.  

Handling a complaint

When Icon Water receives a complaint, it will be registered and assigned to a Customer Service representative to arrange investigation, action and resolution in accordance with ISO 10002:2006 and the Consumer Protection Code.

Icon Water will acknowledge your complaint and subsequently provide a response within 20 business days.

You can ask for reconsideration of your complaint by a higher level of Icon Water management. If you are dissatisfied after the reconsideration, you have a right of review by the ACT Civil and Administrative Tribunal (ACAT);

ACT Civil and Administrative Tribunal (ACAT)        

PO Box 578                                                                           
Civic Square ACT 2608                                                     
Phone: (02) 6207 7740                                                    
Fax: (02) 6207 7739                                                          
Email: tribunal@act.gov.au                                             

Your responsibilities

To help Icon Water respond to your complaint, it is your responsibility:

  • to clearly identify the issues of complaint and to provide any relevant supporting information and documents
  • where possible, to let us know what kind of result or outcome you are seeking
  • to advise us promptly if recent circumstances change your need for a complaint to be assessed
  • to treat all Icon Water representatives with courtesy and respect.

You may contact us in the following ways:
Phone: (02) 6248 3111 and selecting option 3
Fax:  (02) 6242 1459
Email: talktous@iconwater.com.au
Post: Icon Water, Customer Services  
PO Box 366, Canberra City ACT 2601