Customers with special needs

Are you a customer with special needs? Let us know.

If you or a member of your household relies on some form of life-support device (e.g. haemodialysis machine) or have other special needs dependent on continuous supply of water, we can register you as a special needs customer and put in place some measures to assist you.

These measures can be given effect once we receive a Life support concession and machine notification application form – to be completed by the relevant health service provider (doctor, nurse or hospital social worker).

Although in most circumstances your health service provider will advise us of your circumstances, you can contact us directly in order to be sure we know about your special needs.

If you have any questions regarding our processes for protecting special needs customers, you can contact us through any of the following channels:

The Privacy Officer
City West Water
Locked Bag 350
Sunshine, Victoria 3020

Telephone: 131 691 (Customer Service, Monday to Friday 8.30am to 5pm).

Once registered as a special needs customer, your property will be flagged in our systems to ensure priority treatment in cases where your water supply might be placed at risk. In all cases we try to minimise inconvenience to our special needs customers.

We contact registered special needs customers:

  • as soon as possible in the event of an unplanned interruption to a service
  • at least four business days before a planned interruption to a service – if you would like a longer period of notice, we can arrange for this as long as it is reasonably necessary and we are able to accommodate it.

As a registered special needs customer you may also be entitled to a free water allowance.

If you are on dialysis, life support or have other special needs, and you experience any issues with your water supply that we may not be aware of, please call 132 642 (faults & emergencies, 24 hours a day, 7 days a week).

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