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General Customer Service Standards
Customer Service
Service Standard 1 - Complaints to the Energy & Water Ombudsman of Victoria (per 1,000 customers) 
Target is currently set at 0.17 per 1,000 customers. Current results are 0.28 per 1,000 customers.

The Energy & Water Ombudsman of Victoria (EWOV) facilitates the resolution of complaints and disputes between consumers and the providers of electricity, gas and water services in Victoria.
Service Standard 2 - Customer complaints to GMW (per 1,000 customers)
Target is currently set at 3.0 per 1,000 customers. We are exceeding this target and achieving 1.52 per 1,000 customers. 

Our definition of a complaint is an expression of dissatisfaction made to or about GMW, related to its products, services, actions or staff where a formal response or resolution is explicitly or implicitly expected or legally required.
Service Standard 3 - Telephone calls answered within 30 seconds
Target is currently set at 80%. We are currently achieving 76% of phone calls answered within 30 seconds.

The 30 second timeframe is measured from the point that the call is connected to the customer service operator’s phone system and excludes the privacy message and the pre-recorded messaging. 
Service Standard 4 - Customer complaints responded to within 10 business days
Target is currently set at 100%. We are currently achieving 100% of customer complaints responded to within 10 business days.

This service standard recognises the importance of timely acknowledgement of complaints from customer and provides assurance that their complaint is being taken seriously.
Service Standard 5 - Rate of first point resolution (for phone calls)
Target is currently set at 54%. We are currently exceeding this and achieving 65% of customer complaints responded to within 10 business days.

This service standard supports our commitments for providing customers with a favourable experience by aiming to address their enquiries through first point of contact resolution. It aims to empower and equip frontline staff to address customer enquiries without the need to transfer the call.  

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* 1. Are the Customer Service -Service Standards still relevant?

  Is this service standard meaningful to you? Should we keep this service standard exactly as is?
Complaints to EWOV (per 1,000 customers)
Customer complaints to GMW (per 1,000 customers)
Telephone calls answered within 30 seconds
Customer complaints responded to within 10 business days
Rate of first point resolution (for phone calls)

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* 2. If these service standards are not meaningful to you, are there other service standards that would reflect your expectations of GMW better?

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* 3. Do you think our complaints process is adequate?

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* 4. If you responded with no, do you have any suggestions of how GMW could improve our complaints process?

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* 5. If you had to lodge a complaint with GMW, how would you prefer to do this?

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* 6. How would you like GMW to respond to any complaints received from our customers?

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* 7. Is there anything else about our customer service that could help deliver you a great customer experience?

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* 8. Postcode

For further information or to submit any further suggestions please email us at YourSay@gmwater.com.au.

Goulburn-Murray Water protects your privacy by collecting and handling your personal information in accordance with the requirements of the Privacy and Data Protection Act 2014 (Vic). We may collect personal information, where you choose to provide it to us, for the purposes of contacting you regarding the Have your say @ GMW survey. If you do not provide us with your personal information, we may not be able to keep you updated. Information collected is usually disclosed to relevant GMW staff. You may gain access to and correct your personal information under the Freedom of Information Act 1982 (Vic). For further information, please refer to our Privacy Policy at www.g-mwater.com.au/privacy

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