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City West Water

Our services

We are committed to providing services that meet our customer's needs and expectations.

As part of this commitment we work towards meeting the service standards and targets, set out in our Customer Charter, which have been approved by the Essential Services Commission.

The following tables describe our key service standards and targets:

Water

Service standard

1 July 2013 – 30 June 2018
 Unplanned water supply interruptions  42.8 per 100km
 Average time taken to attend bursts and leaks (priority 1) 23.2 minutes
 Average time taken to attend bursts and leaks (priority 2)  32.3 minutes
 Average time taken to attend bursts and leaks (priority 3)  209 minutes
 Unplanned water supply interruptions restored within 5 hours  95.1%
 Planned water supply interruptions restored within 5 hours  95.4%
 Average unplanned customer minutes off water supply  28 minutes
Average planned customer minutes off water supply 8.4 minutes
Average frequency of unplanned water supply interruptions per customer per year 0.198 interruptions
Average frequency of planned water supply interruptions per customer per year 0.06 interruptions
Average duration of unplanned water supply interruptions 140.1 minutes
Average duration of planned water supply interruptions 137.4 minutes
Number of customers experiencing 5 unplanned water supply interruptions in the year 0 customers
Unaccounted for water 8.6%

Sewerage

Service standard   1 July 2013 – 30 June 2018
 Sewerage blockages  23.8 per 100km
 Average time to attend sewer spills and blockages  27.5 minutes
 Average time to rectify a sewer blockage  126.1 minutes
Spills contained within 5 hours 100%
Customers receiving more than 3 sewer blockages in the year

0 customers

Customer service

Service standard   1 July 2013 – 30 June 2018
 Complaints to EWOV  0.56 per 1,000 customers
 Telephone calls answered within 30 seconds  80.6%

Flow Rate

 Minimum flow rate (litres per minute)  Diameter of the property service pipe
 20  20mm
 35  25mm
 60  32mm
90 40mm
100 50mm

Unplanned water interruptions

Sometimes you may experience an interruption to your water supply. Our aim is to ensure that there are no more than five unplanned interruptions to your water supply each year.

Where an unplanned interruption of the water supply occurs, we will try to restore the water supply as quickly as possible.

Bursts or leaks

When we are notified of a burst or leak in the water supply system, an assessor will attend the site to determine how severe the burst or leak is. Where the burst or leak impacts on customers, property or the environment, we will fix the burst or leak as soon as possible.

If the burst or leak is causing no apparent impact on customers, property or the environment, we will endeavour to undertake repairs within three days.

Repairs to your domestic water and sewerage services

Many households are unsure about who has to pay for repairs if there is a leaking water service or a blockage in the sewer. We are responsible for the supply of water and sewerage services and the maintenance of these systems up to the point of connection to your property.

We are also responsible for maintenance of the water meter and the property service pipe which connects the water main with the water meter.

Private fire services and domestic services 50mm and greater are the responsibility of the customer.

Where there is no meter, we are responsible up to and including the first stop tap inside your property.

For more information about these responsibilities refer to our Customer Charter or call 132 642 and one of our representatives will be happy to assist you.

Water quality services

We are proud of the high quality of water we supply to our customers. We regularly test drinking water quality to check that it meets our high requirements and complies with standards in the Victorian Safe Drinking Water Act 2003 and the 2004 Australian Drinking Water Guidelines. We will also test your water meter, water quality and water flow rates upon request.

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