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Customer Charter

East Gippsland Water

We value our customers and strive for excellence in the delivery of services.

We have recently reviewed our Customer Charter and have made some amendments. 

Our Customer Charter sets out in detail our obligations to serviced customers in supplying water, wastewater and trade waste services.

The standards set are based on the results of extensive customer feedback across the water industry in Victoria, which have been scrutinised by the Essential Services Commission (ESC – the regulator for the water industry). These standards comply with the ESC Customer Service Code.

You can view the revised Customer Charter by clicking on the link.

The main amendments include:

  • A strengthening of code requirements relating to customer communication, to help ensure we communicate appropriately and sensitively with our customers
  • Refined minimum standards regarding support for customers experiencing payment difficulty, and mandating certain support for small business
  • A reflection of changes in technology and communication channels since the last code review
  • Clarification of the application of interest and debt management activities by water businesses.

All amendments have been informed by consultation with the water industry and community stakeholders.

Information on the revised Water Industry Standards can be found at Water codes review | Essential Services Commission.