Complaints Management

During the course of, or following a dispute, a Contractor may wish to lodge a complaint. Westernport Water is committed to accessible, efficient, effective and fair complaints management process and will address each complaint in an equitable, objective, timely and unbiased manner, in line with our Complaint Handling Policy.

In regards to contract, disputes will vary in degree from minor matters, such as interpretation of a specified standard, to more serious disputes involving extensions of time and interpretation of the Contract with significant financial implications.

All matters relating to disputes are normally dealt with by the Superintendent upon liaison with the Contractor’s Project Manager and the Superintendent’s Representative.

For more information on how to process a supplier complaint, please contact the Strategy, Performance and Governance team.