East Gippsland Water value our customers and strive for excellence in the delivery of services.
In line with the recently revised Water Industry Standards (previously Customer Service Code), we have reviewed our Customer Charter and have made some amendments.
Our Customer Charter sets out, in detail, our obligations to our serviceable 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).
You can view our revised Customer Charter by clicking on the link.
The main amendments include:
- A strengthening of 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
- A reflection of changes in technology and communication channels since the last Customer Service Code review
- Clarification of the application of interest and debt management activities by East Gippsland Water.
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.