DPI Water is committed to providing customers with quality service and outcomes.
The DPI Water Customer Service Charter (PDF 218 KB) sets out the standard of service you can expect from us. This includes service goals, standards and feedback mechanisms.
The Customer Service Charter report in the table below tracks our achievement of high standards of service delivery.
- You can also read the NSW Department of Industry customer service charter.
DPI Water values your feedback, both positive and negative, to enable us to improve our services. If you have experienced excellent service, why not tell us. When we get something wrong we encourage you to let us know. We will try to resolve any problem quickly, explaining what we have done and why.
To provide feedback to DPI Water, you can phone us on 1800 353 104 or email firstname.lastname@example.org
If you have a concern or complaint that cannot be resolved at a local office level, you can raise a formal complaint using the NSW Trade and Investment complaints handling process.
DPI Water Customer Service Charter report
Our standards in responding to you
|We will:||July to December 2015|
Directly answer 90% of water licensing queries through the 1800 353 104 information line. |
If not, we will take responsibility to find the answer and will respond to and resolve calls and emails within 3 working days, unless complex.
|91% of calls directly responded through the 1800 number. |
88% of calls and emails resolved within 3 working days
|Deal with complaints in a timely manner||100% of complaints dealt with in a timely manner|
Our regulatory services
|We will complete:||July to December 2015|
|90% of applications for licensing dealings assignment of shares (71Q) within 20 days||Target exceeded, achieved 94% within 20 days.|
|80% of applications for access licences within 40 days||Achieved 99% within 40 days.*|
|80% of applications for water management work and use approvals within 60 days||Achieved 70% within 60 days.|
|90% of applications to extend a water management approval within 20 days||Achieved 94% within 20 days.|
|90% of applications for an approval for a bore for domestic and stock rights within 10 days||Target exceeded, achieved 94% within 10 days.|
|80% of Major Projects consultations completed with 30 days||Target exceeded, achieved 84% within preferred timeframe.|
|95% of legal searches completed within preferred processing time||Target exceeded, achieved 99% within preferred timeframe.|
|90% breach reports assessed within 14 days of receipt||Target exceeded, achieved 91% within 14 days of receipt.|
|70% of compliance cases finalised within 6 months||Target exceeded, achieved 74% within 6 months.|
*This figure was achieved when an application for a water management work and use approval was not submitted at the same time as the new water access licence application
If you have questions about the above report please contact us on 1800 353 104 or email email@example.com.
On this page
- Office of Water Customer Service Charter report