Important notification
Important notification

Customer charters

Understand your rights and responsibilities and our commitment to providing safe reliable water service.

Our customer charters explain your rights and responsibilities as a customer and our commitments to you in providing safe and reliable water, sewerage and trade waste, as well as recycled water services where available.

Our customer charters also includes important information about our services, and has been prepared in accordance with the Customer Service Code and approved by the Essential Services Commission.*

We have separate charters for:

  • residential customers
  • business & non-residential customers
  • trade waste customers.

Further information for trade waste customers can be found on our Trade waste page.

A customer charter summary, as sent to all new residential, business and non-residential customers is also available below.

If you require the summary in another language or some other accessible form please contact us on 131 691. For translation services call (03) 9313 8989.

* The Essential Services Commission is the independent economic regulator established by the State Government of Victoria to regulate prescribed essential services supplied by the electricity, gas, water, ports, grain handling, rail freight industries and aspects of the insurance industry.

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