What is the Customer Charter?
The Customer Charter is a document which sets the service level for the provision of water supply, wastewater and trade waste services which Gippsland Water will provide to its customers. It explains your rights and obligations as customers and the rights and obligations of Gippsland Water.
The development of our Customer Charter is an integral component of working to achieve our mission, which will ensure that all our customers receive the best possible quality service.
On 1 January 2004 water authorities across Victoria became regulated by the Essential Services Commission (ESC). To ensure a consistant approach to the delivery of customer service and to outline water authorities' obligations to meet specific service standards, the ESC developed a Customer Code during 2004/05.
Gippsland Water has redeveloped its Customer Charter to ensure compliance with the ESC's Customer Code. This was approved by the ESC on 29 June 2005.
If you would like to receive a free copy of the Customer Charter, please contact our office during office hours on our toll free number 1800 066 401.
CLICK HERE TO DOWNLOAD THE CUSTOMER CHARTER
CLICK HERE TO DOWNLOAD THE CUSTOMER CHARTER SUMMARY
Environment and Customer Committee
During the production of the Customer Charter discussions and feedback sessions have been undertaken with Gippsland Water's Environment and Customer Committee. This committee was established to represent customers across our service district.
Who is covered by this charter?
Gippsland Water's Customer Charter covers customers who receive our water, wastewater and trade waste services under the Water Act 1989. It also covers the customers' property, our employees and contractors.
If you believe our services are below standard
If you believe that we are not meeting the minimum standards as outlined in our Customer Charter, you can request us, for example to test the water quality and flow at your property, and fix any detected problems. Any test undertaken will need to be paid for by you. However, if the test shows that we are not meeting the standards set out in the Customer Charter, we will then refund you the costs you incurred in requesting us to complete the tests.
Charges and Billing
Billing Cycle
Our billing cycle is three bills per year and therefore every four months you will receive an account from Gippsland Water. Our accounts are designed to help you monitor your water consumption, helping you to identify any potential water wasting practices in your household. Should you wish to receive free advice on water conservation please contact our office toll free on 1800 066 401.
Under and over charging
If Gippsland Water overcharges you as a result of an error on our behalf, we will advise you within ten (10) working days of becoming aware of the error. This amount will be reimbursed in accordance with your instructions.
If Gippsland Water undercharges you, we will recover the amount by including details on your next account or on a special account as a separately detailed item. We will limit the amount we recover to the amount undercharged in the 12 months prior to the customer's last bill.
Concession
You may be eligible for a State Government funded concession for your water and wastewater services if you hold a Pension Card or a Health Care Card. Details on how to claim your concession are included on your account.
Payment difficulties
If you are experiencing difficulty paying your account, Gippsland Water offers a wide range of services to assist you. Please contact our office to find a solution which best suits your financial position.
Water restrictions for non-payment
If you do not pay your account, Gippsland Water may restrict your water supply. We will not restrict your supply without completing a series of steps. These steps are outlined in our Customer Charter. If your water is restricted, the flow rate on your property will be at least 2 litres per minute at the tap nearest to your water meter. Your restriction of supply will continue until payment is made or an acceptable repayment program has been established with Gippsland Water. Payment will also need to cover any costs associated with the restriction of water supply as outlined in our customer charter.
Payment Options
- In person at Australia Post
- In person or by mail at Gippsland Water Office, PO Box GW, Traralgon (Hazelwood Road, Traralgon)
- Credit card payments over the phone
- BPAY
- Pay Online
- Direct Debit from your nominated bank account
- At our website - www.gippswater.com.au
For further information about Gippsland Water's accounts and charges contact our Customer Support Office toll free on 1800 050 500.
Access to your water meter
Your water meter should always be accessible so that a Gippsland Water representative can access it for regular testing, inspection, repairs and for reading your water consumption. |