Service Constraint Agreement

You have a Service Constraint Agreement because your property has a constraint which Gippsland Water may not be able to manage within its Customer Charter, eg low flow or you are connected through a private water service.

Your Service Constraint Agreement is for the supply of potable water. Potable water is safe drinking water. It has been treated to meet the requirements of the Safe Drinking Water Act 2003 and is intended primarily for people to drink and for other domestic uses such as bathing and showering.

Your potable water is delivered by Gippsland Water to the property Acceptance Point identified in the Service Constraint Agreement.

The Acceptance Point is the point where the water leaves Gippsland Water’s water main and the responsibility for the water supply changes from Gippsland Water to the property owner.

The Acceptance Point is usually the water meter adjacent to our water main.

The GPS (Global Positioning System) of your Acceptance Point is noted in Item 7A in the Particulars of your Service Constraint Agreement.

In normal operation the quality of water is assured at the Acceptance Point. However, the length and quality of pipes or water storages used to supply the property after the Acceptance Point may reduce quality to below safe drinking water standards.

Your Service Constraint Agreement covers the arrangement between you and Gippsland Water for the supply of water. It identifies the property and includes any service constraints specific to your property and covers the commitments of both Gippsland Water and you as the property owner.

Gippsland Water’s Customer Charter applies to your water supply, with the exception of the services specified in your Service Constraint Agreement.

A service constraint is a condition that specifically applies to the water supply to your property. Service constraints may impact your water supply. Service constraints may include one or more of the following:

• The property is supplied by a distribution main.
• The property may experience low flow rate/pressure.
• The property is serviced by private water supply works.
• The property is serviced by a private water supply network.
• The property is serviced by a privately owned water supply pipe that crosses neighbouring private land.

All service constraints relevant to your property are listed in Item 11 of your Service Constraint Agreement.

a) The property is supplied by a distribution main

A distribution main carries water from a treatment plant or treated water storage to the town’s network of pipes. Being connected directly to a distribution main may result in a varying water supply. This may be due to the following:

• The main is located in an isolated area or difficult terrain so that repair or normal maintenance timeframes are extended.
• The main is subject to varying methods of operation (eg the main may switch between different water sources). These changes in operation may affect the quality of supply.

• The flow through the main is restricted from time to time such as during drought or water restrictions, maintenance works or pressure problems.
• Treatment facility problems which could require feeding from a downstream service basin, resulting in a temporary reduced flow.

See also section ‘f) Recommendations’

b) The property may experience low flow

Properties with low flow may experience periods of water flow less than 20 litres per minute from a 20mm service pipe at the water meter or Acceptance Point.

When investigating options that include using storage tanks, please consider that the water supply you receive from Gippsland Water has been treated to ensure it meets safe drinking water standards at the Acceptance Point.

The storing of water or mixing our potable water with rainwater may reduce the effectiveness of the treatment.

Leaving water in pipes or tanks may reduce the safety and effectiveness of any treatment.

See also section ‘f) Recommendations’

c) Single property is serviced by private water supply works

This occurs when the water main does not front the property boundary. The private water service pipe is usually located along the road reserve and runs from the Acceptance Point to your property. You are charged for all water usage beyond the Acceptance Point.

You are responsible for the maintenance and any costs associated with the upkeep of the private water service pipe.

See also section ‘f) Recommendations’

d) Multiple properties are serviced by a private water supply network

This occurs when a property is one of a group of properties which receive water from a private water supply network.

The private water supply network supplies a number of properties through a common, privately owned pipe.

The Acceptance Point is the primary meter, which should be adjacent to Gippsland Water’s water main.

Property owners are jointly responsible for the maintenance and costs associated with the water pipe from the Acceptance Point (primary meter) to the property meters (secondary meters), and solely responsible for the maintenance and costs associated with the pipe from the secondary meter.

Property owners are charged for all water usage recorded on their individual meter (secondary meter) and an equal share of the surplus water usage on the primary meter. The surplus water usage is the difference between the usage recorded on the primary meter less the usage of all the secondary meters.

See also section ‘f) Recommendations’

e) The property is serviced by a privately owned water pipe that crosses neighbouring land

This usually occurs when the water main does not front the property’s boundary.

The property owner will be charged for all water usage beyond the Acceptance Point.

The property owner is responsible for the maintenance and any costs associated with the upkeep of the privately owned water pipe.

As there may be no easement over the privately owned pipe, it is the property owner’s responsibility to arrange with the neighbour access to the land where the pipe is located.

See also section ‘f) Recommendations’

f) Recommendations

• Regularly inspect private water pipes and networks for leaks to prevent water wastage or possible contamination.
• If the rate of flow of water is of concern, please consult a plumber who can advise you of any options that may be available.
• Review the size of pipes to ensure they are the right size for your needs.
• Install isolation valves to assist when repair work may be needed.

The Service Constraint Agreement can be terminated by either us or the property owner giving six months’ notice, although we can only terminate the Agreement in extreme circumstances. Please refer to section 9 of the Agreement.

We will contact you if the service constraint is no longer required.

The Property Information Statement provided to the purchaser’s solicitor or conveyancer will note the property is supplied by a Service Constraint Agreement and a copy of the Agreement will be provided. In most cases we will enter into an Agreement with the new owners.

In brief, yes. The Customer Charter covers all customers within our Water Supply District. The Service Constraint Agreement identifies where Gippsland Water does and doesn’t meet the supply standards of the Customer Charter.

We will continue to supply your property if you continue to pay your water bill, regardless of whether or not you sign the Agreement. The payment suggests acceptance of the Agreement. (Please refer to clause 18 of the Agreement.)

Acceptance Point is the point where the water leaves Gippsland Water’s supply pipes and the responsibility for the water supply changes from Gippsland Water to the property owner(s). This Acceptance Point is usually the water meter adjacent to Gippsland Water’s water main.

Distribution main carries water from the treatment plant or treated water storage to the town’s network of pipes.

Low flow refers to the supply of water below an accepted level of service. This level of service is typically set to at least 20 litres of water per minute for a 20mm supply pipe. The water flow is measured at the closest tap to the water meter servicing the property.

Potable water also known as drinking water, is water safe enough for drinking and food preparation, meeting the standards of the Safe Drinking Water Act 2003.

Private water service are pipes that are not owned or managed by Gippsland Water. The maintenance and repair of these pipes is the responsibility of the individual or group of individuals whose properties are serviced by water from these pipes.

Quality of supply refers to the pressure and other factors affecting the supply of water through the Gippsland Water infrastructure.

Raw (non-drinking) water is natural water found in the environment. Examples of this are rainwater, rivers and ground water or water from storages such as lakes and reservoirs. This water source is considered raw and is not suitable for human consumption. This means it should not be used for drinking, food preparation, ice making, cleaning teeth or activities such as bathing and showering.

Reticulation refers to the network of pipes, pumps, valves and meters managed by the Gippsland Water that carry water from the treatment plant to the property Acceptance Point. Maintenance of the water supply network and the treatment plant is the responsibility of Gippsland Water.

Safe Drinking Water Act 2003 regulates the quality of drinking water supplies. It places obligations on Gippsland Water to provide safe drinking water.

Service Constraints are the conditions that exist specific to the water supply to a property. The property may experience low water flow or be on a private water service.

Transfer main carries non-drinking (raw) water from the storage reservoir to the water treatment plant. This untreated water is not advisable for human consumption.

Treatment plant is a facility that treats raw water to the standards specified under the Safe Drinking Water Act 2003.

Service Constraint Agreement is a signed document that manages the supply of water to a customer who is supplied water with certain conditions, known as Service Constraints. A Service Constraint Agreement can be terminated by the customer or Gippsland Water provided six months’ notice is given.

Water Supply District is an area, approved by the Minister, for Gippsland Water to supply water subject to the availability of suitable pipes, pumps and treatment facilities. Gippsland Water must have a Water Supply Agreement in place to be able to provide services to properties outside the Water Supply District.

For further information about your Water Supply Agreement, please contact our Property Services team on 1800 050 500 or email:

contactus@gippswater.com.au

The team will be happy to discuss any issues with you.