Updated Monday 6 April 2020
Coronavirus (COVID-19) update
East Gippsland Water are monitoring the situation with coronavirus (COVID-19) very closely. As we conduct our day-to-day business our top priority is ensuring the health and safety of our customers, our staff and the wider community.
As part of our response to the COVID-19 outbreak, we are implementing additional precautions so that we can continue to make sure customers have the support they need, while ensuring we deliver our essential water and wastewater services. Our priority is continuing to deliver safe, secure and reliable services for all customers – with comprehensive measures in place to ensure this is maintained.
We need to ensure the safety of our staff and customers. Sometimes we may need to access your property to get to our assets – for example when dealing with a water issue or a sewer blockage. We will be following strict hygiene and social distancing practices.
Rest assured your tap water is safe to drink. There is no evidence that drinking water will be affected by COVID-19 (for more information click here).
In line with actions being taken across water sector agencies, our office and customer reception area at 133 Macleod Street, Bairnsdale is now closed until further notice.
We are taking this step to help minimise the risk of the virus spreading, and our Customer Support Team will still be attending to all customer requirements. This means frontline operations will be maintained including responding to faults with water and wastewater services.
How to contact us
To talk with one of our team, or for information on any matter related to your water supply or bill, please contact us in the one of the following ways:
- Phone – 1800 671 841 during business hours
- Email – firstname.lastname@example.org
- Website – egwater.vic.gov.au
- Phone our 24 hotline 1300 134 202 to report a water supply or sewage problem
Paying your bill:
- Phone 1800 671 841
- Mail a cheque to: PO Box 52 Bairnsdale, Victoria 3875
- By internet banking
- Cash or cheque payments in person at any Australia Post Office
Using our website
Our website has a number of online forms enabling customers to make requests, including:
Financial circumstances changed?
During these unusual times we understand that things may get tough, particularly financially. Our aim is to help in any way we can.
Measures we have implemented include extending financial assistance available to residential customers to also cover small business customers, not applying interest charges to overdue accounts, not issuing final notices and suspending debt collection.
We have a range of financial assistance programs and payment options, including flexible payments, that can be arranged on a case-by-case basis. There is also independent financial counselling available at no cost to the customer. To find out more, simply call our Customer Business Team in confidence on 1800 671 841, or visit our financial assistance page by clicking here.
Mains consultants, builders and developers
You can access our water and sewer plans on our website under ‘Developer Info’ and then ‘Service/Mains Locations’, or call Dial Before You Dig on 1100.
You can also submit our water and sewer connection form by printing and emailing our Property Connection Department our Land Development Team (email@example.com).
For deliveries to our Bairnsdale office at 133 Macleod Street, please go to the back door (adjacent to the staff car park) and ring the door bell. If there is no reply please call 1800 671 841.
Our staff are focusing on the continued delivery of our water and wastewater services and will respond to your enquiry as quickly as possible.
We are committed to maintaining our services to customers and thank you for your patience during this challenging time.
Stay up to date at egwater.vic.gov.au