Greater Western Water (GWW) is offering more opportunities for customers to access in-person support, with customer care days across its service region and twice-weekly face-to-face sessions now regularly available in Sunbury and Footscray.
GWW understands some customers have experienced delays and challenges with their bills recently due to technical issues with its billing system. Call wait times have also been high due to the large number of enquiries. The customer care days aim to resolve customers’ questions face-to-face.
General manager for customer experience Rohan Charrett said the in-person teams will work with customers to resolve enquiries on the day.
“We understand some customers prefer speaking with us in person, rather than over the phone or online. Bring your bill along and we’ll work through it together,” he said.
“If we can’t resolve your query on the day, we’ll make sure you leave with a clear understanding of the next steps and we’ll follow up with you.”
GWW will also have translation services available over the phone to make sure language is not a barrier.
To guarantee a dedicated time with a consultant, GWW recommends booking an appointment through the links in the schedule.
There are sessions coming up in Sunbury on March 20 at the Hume Global Learning Centre from 4pm-8pm, at the Woodend Community Centre Hall on Wednesday March 26 from 11am to 3pm and Sydenham Neighbourhood House Taylors Lakes on Wednesday April 2 from 2pm-8pm. To book an appointment, visit: gww.com.au/customer-care
