CUSTOMER CHARTER

Click the following link to view the Full Customer Charter document or view the following summary of the Customer Charter.

Click the following link to view the Essential Services Commission Customer Service Code

East Gippsland Water

Summary of Our Customer Charter

We value our customers and strive for excellence in service delivery. 

This document represents a summary of our Customer Charter which sets out in more detail the commitments we make to our serviced customers.  Copies of this charter, may be obtained by contacting us or by visiting our website.  Based on extensive customer feedback throughout the water industry in Victoria, channelled through the Essential Services Commission, we have put together a set of minimum standards covering our services to you.

Click the following link to view the Hardship Policy

Water Quality

We will supply you with water that is safe for you and your family to drink and that complies with health legislation and standards.  We will continuously monitor and assess the quality of drinking water in your area and will respond promptly to any reports of poor water quality.

Water quality does vary across our very wide East Gippsland region and some differences in taste, odour and colour may be noticeable from one area to another.  Details of water quality and other performance standards are available on our website at www.egwater.vic.gov.au.

Flow Rates

At the outlet of your water meter, we will provide you with water that has a minimum flow rate of 20 litres per minute. 

Entry to Property

We may need to enter your property to carry out regular maintenance or repair work.  We will never enter your property without proper identification and will undertake work during regular business hours except in an emergency.  We will always advise you at least 7 days in advance of our need to enter your property for any planned work.  During emergencies, we will leave an information card if we are unable to contact the occupant.

Planned Interruptions

We will inform you in writing of the time and duration of any planned interruption to service at least two business days in advance.  Customers on our Special Needs Register and businesses will receive four business days notice.

Unplanned Interruptions

We will make every effort to minimise the occurrence and the impact of any disruptions to your service and will respond promptly to unplanned interruptions.

Issuing of Bills and Types of Charges

East Gippsland Water issues accounts for:

·         Water usage charges;

·         Wastewater volumetric charges;

·         Service charges for water and/or wastewater;

·         Trade waste charges;

·         Fire services.

We read meters and issue consumption-based accounts approximately every four months.   Dinner Plain customers receive their accounts twice a year.  Service charges are calculated annually and are presented in a pro-rata manner every four months (or six months for Dinner Plain) to the owner of the property (including vacant land).  We will send these accounts to the physical or electronic address specified, including to an agent if you wish.

Payment of Accounts

Our accounts must be paid within 28 days of the date of issue.  East Gippsland Water accepts payment from our customers:

·         In person at our Office at 133 Macleod Street, Bairnsdale, Victoria, or by telephone on 03 51504444 or 1300 720 700;

a)       At Post Offices;

b)       By mail at PO Box 52 Bairnsdale, Victoria 3875;

·         By BPay: Biller Code 16063;

·         Through Centrelink (Centrepay);

·         By direct debit.  Note that we will not require you to agree to direct debit as a condition of service;

·         In advance;

·         On the Internet (www.egwater.vic.gov.au);

·         By BillExpress services at Newsagents.

 We can help if you are experiencing payment difficulties.  Alternate payment options, including flexible payments, on a case-by-case basis can be arranged in conjunction with free and independent financial counselling. Concessions for Centrelink customers are also available.

Reliability of Services

We will make every effort to minimise disruptions to your water supply.  A complete and up to date schedule of all of our reliability standards for each year is published on our website.  For 2005, if an interruption is planned to your water supply it will not be for more than 180 minutes, on average, and the average duration of unplanned water interruptions no more than 94 minutes.  We will attend and fix sewer blockages within 68 minutes and contain all sewer spills within 5 hours.  Water bursts and leaks will be attended within 85 minutes, on average.

We may need to interrupt, suspend or restrict our services due to accidents, emergencies health or safety risks or other unavoidable causes.

Maintenance Responsibilities

East Gippsland Water will generally maintain the property service pipe (25mm or less) up to either the meter assembly or the property boundary.  We cannot, however, be responsible for private services and this includes the maintenance of backflow prevention devices.

Enquiries and Complaints

If you are dissatisfied with an aspect of services provided by East Gippsland Water, please let us know.  Your complaint provides us with the opportunity to review our practices and procedures and to improve our performance.  Complaints made in writing will receive a response within 10 working days.  If you request a further review, one of our senior managers will attend to you.  The Victoria Energy and Water Ombudsman is also available to help by calling 1800 500 509.

Privacy

East Gippsland Water will keep information about customers confidential and will comply with the Information Privacy Act (Victoria) 2000 and any guidelines issued by the Victorian Privacy Commissioner.  Our privacy policy can be obtained by reference to our website or by contacting our Customer Service Team.

Last modified Tuesday, 07 July 2009