Water

Sewerage

Customer service

Flow Rate

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.