Complaints & Feedback

Last updated: 4 September 2026

If something has gone wrong, we want to hear about it directly and early. Most problems are quicker and cheaper for everyone to fix when they are raised straight away rather than after a second tradesperson has been involved.

Complaining costs you nothing and does not affect your warranty.

If there is water coming out where it should not be

Do this first, then complain second. Turn the water off at the isolation valve under the sink, or at the meter if you cannot find it, then call 0421 601 540. If it relates to work we did, we will get someone to you as a priority.

How to make a complaint

Any of these is fine. Use whichever suits you:

• Phone: 0421 601 540. Fastest for anything urgent.
• Email: quote@waterfiltration.sydney. Best if you want a written record or want to attach photographs.
• Website: the contact form. Say in the message that it is a complaint so it is not treated as a new enquiry.

What to tell us

You do not need to put it formally. It helps if you can include:

• Your name and the best number to reach you on.
• The installation address.
• Roughly when the work was done, and the invoice number if you can find it. If you cannot, we can look the job up.
• What the problem is, and what you would like us to do about it.
• Photographs, if the problem is something you can see.

What happens next

1. Acknowledgement: within 1 business day. We confirm we have your complaint and tell you who is handling it.
2. Understanding it: within 5 business days. We look at the job file, talk to the plumber who did the work, and contact you if we need more detail. Where the problem needs to be seen, we arrange an inspection at a time that suits you.
3. Outcome: within 20 business days. We tell you what we found, what we propose to do, and when. If it is going to take longer than that, we tell you why and give you a revised date.
4. Putting it right. If the fault is ours, we fix it at no charge. If it is not, we explain why and, where we can, tell you who can help.

If you are not happy with the answer, ask for it to be reviewed. A different person will look at it fresh.

If we cannot resolve it

You do not have to accept our answer, and you can go to an external body at any time, including before you come to us, though we would rather have the chance to fix it first.

• NSW Fair Trading: for disputes about the work, the contract or the money. 13 32 20 or fairtrading.nsw.gov.au. Fair Trading can assist with complaints about licensed tradespeople and offers a free dispute resolution service.
• NSW Civil and Administrative Tribunal (NCAT): for a binding decision on a building or home-building dispute where Fair Trading cannot resolve it.
• Office of the Australian Information Commissioner: for privacy complaints specifically. See our Privacy Policy.

Our licence details, if you need them for a complaint: Water Filtration Sydney, ABN 98 700 073 016, NSW Licensed Contractor and Qualified Supervisor No. 358626C.

Feedback that is not a complaint

Equally welcome. If a plumber did a good job, telling us means we can tell them. If something about how we quote, book or communicate could be better, we would rather know. Email quote@waterfiltration.sydney.

Our record keeping

We record every complaint, what caused it and how it was resolved, and review them so the same thing does not keep happening. Personal information in a complaint is handled under our Privacy Policy.