Our policies

Our policies outline how we are going to meet our strategic goals.

We are committed to achieving our vision, mission and strategic goals, and our policies outline how we seek to meet our responsibilities to employees, customers and the wider community.

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  Accessibility policy (DOC - 37.50KB)

  We are committed to reducing barriers for people with a disability to access our services, facilities and employment.

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  Backflow prevention containment policy (DOC - 126.50KB)

  We provide drinking water, recycled water and alternative water services to our customers.

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  Complaints resolution policy (DOC - 246.00KB)

  Feedback from our customers, positive or negative, is vital to understanding how we are progressing and continuously improving our products and services.

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  Diversity and inclusion policy (DOC - 60.50KB)

  We are committed to becoming an industry leader in diversity and inclusion in the workplace.

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  Drinking water quality policy (DOC - 226.00KB)

  The purpose of this policy is to set out the approach that we will use to deliver safe and aesthetically pleasing drinking water to its customers.

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  Employee well being policy (DOC - 43.00KB)

  Employee well being is considered an important initiative at City West Water and is linked to our social strategic objectives.

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  Environmental policy (DOC - 44.77KB)

  Our vision is to be an exceptional service provider that puts customers first and benefits the community.

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  Equal employment opportunity policy (DOC - 237.00KB)

  We are committed to ensuring a workplace free of discrimination, harassment and bullying.

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  Family violence policy (DOC - 202.00KB)

  Our policy will inform our decisions and actions when dealing with employees and customers experiencing or affected by family violence.

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  Health and safety policy (DOC - 132.83KB)

  Create an environment where people make good choices – we ‘live and breathe’ safety and wellbeing for our people.

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  Learning and development policy (DOC - 77.00KB)

  Our people drive their own individual development and take responsibility for maintaining and growing their skills.

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  Privacy policy (DOC - 52.50KB)

  We and our employees will respect the privacy of all customers and other individuals.

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  Quality policy (DOC - 40.00KB)

  This policy underpins our commitment to quality as an integral part of the achievement of its vision, mission and strategic goals.

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  Residential hardship policy (DOC - 55.00KB)

  This policy outlines how we seek to meet our responsibilities for residential customers experiencing financial hardship.

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  Sewage quality policy (DOC - 230.00KB)

  This is the approach we take to meet our sewage quality management responsibilities.

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  Social policy (DOC - 57.00KB)

  This policy outlines how we seek to meet our social responsibilities.

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  Water and sewer faults and outages policy (DOC - 221.00KB)

  This policy states our approach to the management of faults and outages on our water and sewer networks, and minimising the impacts on our customers and the community.