Water Services Complaint Form

The City of Kalgoorlie-Boulder is committed to providing the community with a range of quality services and facilities, along with professional and efficient customer service.

If you have had a poor experience, or believe we could do things better, please let us know by completing this form and returning it to the City of Kalgoorlie-Boulder. Your feedback helps us to improve our services.

Complaints procedure – Water Services

If you would like to lodge a complaint, please follow the steps below:

1. Lodge your complaint with the City:

• You can lodge your complaint by filling out the form, sending an email to the City, calling, or visiting one of our Customer Service Centres.
• Please provide as much detail as possible when submitting your complaint, including any relevant photos, as all information will be documented.
• The City aims to resolve your issue within 7 days. We will keep you informed throughout the process, especially if additional time is required.
• Sewerage-related complaints should be resolved within 15 days from the date they are received.
• If you are not satisfied with the response or actions taken regarding your complaint, you may request a referral to the CEO of the City of Kalgoorlie-Boulder. The CEO will review the matter, evaluate the City’s response, and either confirm or revise the proposed resolution or action.

2. The City of Kalgoorlie-Boulder’s Complaints Handling Policy can be found at ckb.wa.gov.au/policies.
3. If you are not satisfied with the final response from the City, you can take your complaint to the Ombudsman.

• Please make sure you have lodged your complaint and have been provided with a response from the city before you contact the Ombudsman.
• The agency for Local Government issues is the Ombudsman Western Australia. 

4. The agency for water services issues is the Energy and Water Ombudsman for WA. The contact details are as follows:: Phone: (08) 9220 7588 - free call 1800 754 004. There is also a link - http://energyandwater.ombudsman.wa.gov.au/contact-us or via email: energyandwater@ombudsman.wa.gov.au 
5. The complaints handling process is free of charge. 
6.  If you require an interpreter, please call the Translating and Interpreting Service on 131 450 and ask them to phone the City of Kalgoorlie Boulder on (08) 9021 9600. Our business hours are 8.30am to 4.30pm Monday to Friday. 
7. If you are deaf, or have a hearing impairment or speech impairment, contact us through the National Relay Service www.relayservice.gov.au 
8. TTY users phone 133 677 then ask for (08) 9021 9600. Speak and Listen users phone 1300 555 727 then ask for (08) 90 21 9600.

Report an issue with Snap Send Solve

For service requests (not complaints), use the free Snap Send Solve app. Simply snap a photo, select the issue, and it’s sent to the City via our email system and handled like any other request. Download it free from Google Play or the App Store and give it a go!