Resolving complaints
Where possible the Sydney Catchment Authority (SCA) will resolve your complaint immediately.
If this is not possible, we will contact you within two working days (for telephone or face-to-face contact) or five working days (for written complaints). We will give you a complaint number and a contact name and telephone number.
Where we cannot resolve a complaint immediately, we will keep you informed of the progress.
After investigating a complaint, we will notify you of the solution or action taken.
If you are not satisfied with the solution offered or action taken, you can have the matter referred to a senior manager for review. If you are still not satisfied with the review or solution offered, or if the matter cannot be resolved, it will be referred to the Group General Manager of the relevant SCA Group for further review. If the matter is still in dispute it will be referred to the Chief Executive.
Throughout the process you can pursue the matter through independent external bodies, such as the NSW Ombudsman or the Department of Fair Trading.
