If after receiving feedback via Step 1 you wish to pursue your complaint further, you will need to complete the Procurement Complaint Form.
The form must be submitted to the Chief Procurement Officer, Group Procurement via ProcurementComplaints@urbanutilities.com.au
On receipt of a procurement complaint, Urban Utilities will acknowledge receipt of the complaint within 5 business days. We take complaints seriously. The time we spend investigating a complaint depends on the complexity of the complaint, but you will be kept informed of our progress and timeframes. Simple complaints (that are not of a serious nature and/or not requiring extensive investigation or consultation) are to be resolved within 20 business days. If there is going to be a delay in responding to your complaint due to complexity or the requirement for extensive investigation, we will keep you informed of the progress.
Following consideration of the complaint and any investigation into the issue(s) raised, Urban Utilities will contact the complainant or their representative and advise them of:
- the outcome of the complaint,
- any action undertaken,
- the reason(s) for the decision,
- the proposed remedy or resolution/s, and
- options for review.
By default Urban Utilities will respond to complaints in the same format that they were received. Complainants or their representative can request that the response be provided in another format to ensure accessibility.