Customer Charter review

We’re removing the requirement for us to issue bills two days after reading the meter. 

Reason for change: Between reading your meter and generating your bill, we complete quality assurance checks, review your water consumption and issue potential leak notices. Allowing more than two business days helps us complete these important reviews thoroughly. 

This change won't affect the amount of time you have to pay your bill. 

Over-the-counter-payments will no longer be available at our Traralgon office – the current Charter says that they are accepted. We’ve also updated the phone number to call to pay over the phone as the number listed in the Charter is no longer current. 

Reason for change: Outdated information. We haven’t taken over-the-counter payments since COVID-19 restrictions were in place in 2020. Customers can pay in person at Australia Post and can still come into our Traralgon office to ask questions or get help with their bill.

Adding that if a sewer spill happens in someone’s house because tree roots on your property have damaged the sewer main, the guaranteed service level doesn’t apply. 

Reason for change: We’re making it clear when this guaranteed service level does not apply.  

Making it clear that we will meet all regulatory requirements for supplying drinking water to customers (to 
future-proof the charter) – the current Charter only refers to the Safe Drinking Water Act.

Reason for change: This change means the Charter will continue to be up to date if changes are made to the regulatory requirements of the Safe Drinking Water Act. The change is in line with the Water Industry Standards.

We’ve moved the information about Priority 1, 2 and 3 unplanned interruptions to water and wastewater services from Clause 11.1.3 to Clause 9.3. 

Reason for change: Section 9 of the Charter is all about unplanned interruptions and a more relevant location for this information than the work and maintenance section it was in previously. This change makes it easier for customers to find and follow this information.

We’ve removed the reference to access emergency supplies of water if required or requested.

Reason for change: There are complexities in providing water during emergency situations. 

When an unplanned interruption occurs, we'll take the most appropriate course of action, in line with the situation and our policies, practices and procedures. Things we may consider include the safety of our staff and community and logistics when determining if, when and how water can be provided.

This change is in line with the Water Industry Standards.

Making it clearer that there are two different plans where we may restrict water use - one for drought management and one for emergency management.

Reason for change: We have a separate plan for drought management and a separate plan for emergency management. This change separates the two in the Charter.

Making it clear that we'll maintain all property service pipes that we're responsible for – the current Charter only mentions galvanised iron service pipes.

Reason for change: We’re responsible for maintaining all property service pipes not just galvanised ones. 

Adding that after completing work, we’ll repair any affected driveway or footpath – the current Charter only mentions the street.

Reason for change: We’ll always repair all areas of the street, driveway and footpath after we complete work. 

Making it clear that we'll always leave areas where we've completed work in a safe condition - whatever that requires. The current Charter only mentions fencing and lighting.

Reason for change: We ensure that every worksite we leave is in a safe condition with no hazards – this could include more than just fencing and lighting. 

Adding that we’re responsible for the pressure sewer control panel. This change is only relevant to customers who have a pressure sewer system.

Reason for change: This aligns the Charter with the pressure sewer owner’s manual.

Adding that if customers put fats, oils, greases, wipes and cotton buds (and other items in the owner’s manual that can’t go down the sewer) down a pressure sewer system, we’ll pass on the cost of repairs. This change is only relevant to customers who have a pressure sewer system.

Reason for change: This aligns the Charter with the pressure sewer owner’s manual.

Making it clear that sometimes easements won't be on your property's title plan. 

Reason for change: This update explains that sometimes easements won't be on your property's title plan. Customers should always contact us before constructing extensions, garages, sheds and other structures to know the location of services.