Customer Charter 2023-28

CUSTOMER CHARTER 2023-28

July 2023

A message from the Managing Director

Our customers are our highest priority. Our Customer Charter clearly sets out our promises to you as a customer of Goulburn Valley Water.

This charter shows the way to respectful and responsive delivery of these services, focusing on the needs of our customers.

It informs you of your rights and responsibilities as a customer, and our rights and responsibilities as a service provider.

I encourage you to take the time to read this charter and keep it on hand for future reference.

We are committed to delivering safe, reliable and affordable water and wastewater services that our customers can trust.

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You can also find a list of our Approved Service Standards on page 16 of this document.

Steve Capewell Managing Director Goulburn Valley Water

Introduction About Goulburn Valley Water and this charter

4

Commitments Our promises to you about water quality and supply Your promises to us as a customer

5

Works and maintenance Your responsibilities and our responsibilities

7

Charges and billing Rates, meters, charges and payment options

8

Information, consultation and privacy Sharing advice and information

12

Our water Requirements and regulations

13

Enquiries, complaints and disputes Answering questions and resolving concerns

14

Appendices Guaranteed Service Levels Approved Service Standards Definition of terms Our contact details

15 16 17 18

We recognise Aboriginal and Torres Strait Islander peoples as the First Peoples of this nation. Their lore, traditions and customs nurture the land and water, creating wellbeing for all.

Goulburn Valley Water operates on the lands of the Yorta Yorta and Taungurung, and we respectfully acknowledge them as the Traditional Owners of the land and water on which we rely.

We recognise their ongoing connection to land, water and community and pay respect to their tribal Elders. We celebrate their continuing culture and respect the memory of their ancestors.

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Introduction

Who are we?

Goulburn Valley Water delivers essential water and wastewater services to more than 136,000 people in north-central Victoria. Geographically one of the largest water corporations in regional Victoria, our service area covers 20,000 square kilometres and stretches from Cobram on the Murray River in the north, to Kilmore in the south, Corop in the west to Mansfield at the foot of the alpine range in the east.

We are responsible for treating and distributing drinking and non-drinking (non-potable, or regulated) water to residential, business and industrial customers within our designated water districts. We’re also responsible for collecting and treating domestic and industrial wastewater in these areas.

Goulburn Valley Water’s purpose is to support prosperous and healthy communities by delivering safe, reliable, and affordable water and wastewater services to our customers. We are also committed to offering exceptional services that benefit our customers and communities. We are a Statutory Corporation responsible to the Minister for Water, COBRAM Katunga operating under the Water Act 1989.

Picola Our Customer Charter describes your rights and responsibilities as a customer and our rights and responsibilities as a service provider. These are set out by the Essential Service Commission’s (ESC) Water Industry Standard - Urban Customer Service.

This charter outlines the levels of service standards you can expect as a customer of Goulburn Valley Water, how we will deliver our services and how we’ll work with you to provide an outstanding customer experience.

If we need to make any changes to this charter we’ll consult with our customers, and any alterations will be approved by the ESC. We’ll let you know of any major change by providing a summary of this charter with your next bill or when you become a new customer with us.

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Stanhope

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Goulburn Valley Water’s service area.

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Violet Town

Murchison Euroa

Nagambie

Strathbogie

Longwood

Avenel

Mangalore

SEYMOUR

Bonnie Doon

Mansfield

Pyalong Tallarook

Broadford

Kilmore

Clonbinane Wandong

You can find a full version of the charter at www.gvwater.vic.gov.au or call us to request a copy on 1300 360 007.

This charter applies from 1 July 2023.

This charter does not apply to trade waste customers, recycled water or other services supplied by agreement – you should refer to your individual agreement. You can find a copy of our Trade Waste Customer Charter at www.gvwater.vic.gov.au

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Katamatite

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What is this charter?

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ALEXANDRA A

Sawmill Settlement

Eildon

Thornton

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Woods Point

Northern District Central District South West District South East District

Commitments

Our connection commitments If your property is connected to Goulburn Valley Water’s system, we will provide you with services and standards outlined in this charter. If you make a request for a new connection to an available service, we will approve or respond to it within 10 business days - or later if agreed - if all applicable connection fees have been or agreed to be paid for; and all reasonable terms and conditions of connections have been complied with.

Our service commitments Water quality We’re committed to providing high quality, safe and reliable drinking water which consistently meets the Victorian Safe Drinking Water Act 2003.

We monitor water quality regularly, including through routine monitoring and testing in all localities, annual water quality reports and proactive initiatives to maintain and improve water quality throughout our service area. This information is available at www.gvwater.vic.gov. au and by request by phoning 1300 360 007.

You can also find a list of our Approved Service Standards on page 17 of this document.

Water quality may vary throughout our service area and at times people may experience differences in taste, colour and odour. If requested by you, we will undertake tests to confirm supply to your property complies with safe drinking water standards. If the water does not comply, we’ll take action to rectify it as soon as possible and we’ll meet testing costs.

If you have any concerns about water quality, we encourage you to contact us on 1800 454 500.

drinking) water supplies under the Safe Drinking Water Act 2003. This water is not intended for human consumption.

Regulated, or non-drinking, water does not meet Australian Drinking Water Guidelines requirements. There is no protection against disease-causing organisms that may contaminate the water, and it’s not fit for drinking, food preparation or other uses where consumption may occur.

Towns in our service area receiving non-potable water supply are: • Corop • Goulburn Weir (Baxter’s Rd) • Kirwans Bridge • Molesworth • Strathbogie • Woods Point.

We issue reminders to all customers receiving a regulated, or non-potable, water supply with information on its limitations. We also publish this information on our website.

Flow rates We provide a minimum flow rate per minute which is dependent on your service pipe size.

The flow rate in litres is measured at the water meter or tap nearest the meter assembly. Single residential properties generally have a 20mm property service pipe.

Diameter of property service pipe (millimeters)

20

25

32

40

50

Minimum flow rate (litres per minute)

20

31

51

80

125

Non-drinking water supply Some water supply systems we operate only have basic disinfection and have been declared as regulated (also known as non-potable or non-

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Commitments

Minimum flow rates We may not be able to provide these minimum flow rates if: • there is a planned or unplanned water supply interruption • there is a water supply shortage due to peak summer demand, drought, or other unavoidable causes • your service is provided via a private extension, or • your service is restricted due to non-payment of an account.

At your request, we will arrange to test the flow rate and advise you of any potential costs to be paid if the flow rate does meet standards. If the flow rate does not meet standards, we will meet the cost of testing and we will work to rectify it as soon as possible, or as agreed with you.

Planned interruptions If we need to interrupt your water supply or sewer for planned maintenance or other works, we’ll let you know at least 48 hours in advance. We’ll leave a written notification in your letter box/at your property, and if we have your mobile number we’ll send you a text message notification two days before and a reminder on the day of the planned interruption.

Notification will include the location, day, date, time, expected duration of the planned interruption and a link to the website interruptions information page or a number to call for more information.

We urge you to keep your details up-to-date, including a mobile phone number, so we can let you know of any interruption which affects you.

Special needs

We have plans, systems and processes in place to manage our assets to provide reliable services to our customers. These aim to minimise any impact of planned or unplanned service interruptions, as well as providing access to emergency drinking water supplies if required.

If you need water for a life support machine or have other special needs and are on our register, we’ll notify you as soon as possible for an unplanned interruption, or at least four business days in advance of a planned interruption, unless a longer period of notice is requested by you and is able to be accommodated by us.

We comply with Approved Service Standards, which are outlined on page 17 of this charter and have been approved by the ESC. These standards include information for planned or unplanned water supply interruptions; sewer blockages; notification times to attend bursts, leaks, sewer spills and blockages; service restoration times and sewer spill containment times.

You can find out how to register your life-support machine or other special needs with us by phoning 1300 360 007.

Interruptions Unplanned interruptions In the event of an emergency or unplanned water supply or sewer interruption, we will promptly attend the site as soon as we’re notified. We will take action to rectify the situation and take into account any customer, property and environmental impacts.

If a sewage spill occurs on your property, we will minimise damage and inconvenience to you and will promptly clean and disinfect the affected area.

You can find information about unplanned interruptions at www.gvwater.vic.gov.au or by phoning 1800 454 500 (our 24-hour Customer Service Centre).

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Your commitments As a customer, you are responsible for: • paying your water account within 28 days of date of issue • paying usage charges if you are a tenant and have not given us 48 hours’ notice that you’ve vacated the property • telling us if you sell or purchase a property • ensuring your meter is safely accessible to our employees and contractors • maintaining your property supply infrastructure • removing trees if requested by us • seeking our consent for any building or structural work which may interfere with or affect a service or system • not altering anything connected to our works without our consent, and • observing all restrictions we may impose under water laws • maintain combined sewer drains in accordance with water laws or any independent agreement with other landowners.

Works and maintenance

Water supply and sewerage services Our responsibilities We have processes and programs to continually maintain our systems as set out by the Approved Service Standards under the Water Act 1989 and the Water Regulations 2014.

The general rule is that we are responsible for maintaining the water service up to, and including, the water meter. There are situations where our responsibility finishes at your property boundary, or the first accessible stop tap.

If the property has a private fire service, we are responsible for maintaining it up to the stop valve at the main. Property owners are responsible for the private fire service.

For sewer services, we are responsible for maintaining the house connection drain up to the inspection opening pit, or a maximum of one metre from the property boundary (whichever is shorter).

If the sewer main is located inside your property, our responsibility is up to the inspection opening, or a maximum of one metre from the sewer main (whichever is shorter).

Your responsibilities All plumbing and pipework from our water and sewer connection points to your property (including private extensions or services, or property service pipes from private extensions) are your responsibility as the property owner.

You are also responsible for any damage and associated costs to the water meter, isolation valve or service pipe that is not general wear and tear.

You must also report any damage to, or loss of, the meter to us within two business days.

You are also responsible for clearing blockages in your house drain up to the inspection opening or house connection branch.

If you are unsure about who is responsible for a maintenance issue, please phone us on 1800 454 500 (our 24-hour Customer Call Centre).

Need more information?

You can find more advice in our Water Services Maintenance and Repairs and Sewerage Services Maintenance and Repairs information sheets at www.gvwater.vic.gov.au/residential/ help-advice/ your-responsibilities

Property access Our employees and approved contractors have the right to enter your property for a number of reasons, including in an emergency (such as investigating or repairing a water main burst or sewer blockage) or to read your meter.

Our employees and contractors wear and carry identification when entering a property.

We’ll leave a written notification in your letter box/at your property, and if we have your mobile number we’ll send you a text message notification or notify anyone present, stating identity, date, time and purpose of entry, except when reading your meter.

If we hold keys to a property, they will be held in safe custody and returned when you vacate the relevant property or if access is no longer required.

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Charges and billing

Charges Charges listed on your bill include: • water and sewerage service charges • usage charges: water usage, and wastewater usage (non-residential properties only) • any interest on outstanding amounts • fire service charges if applicable.

We will notify you of any changes to our charges in your next bill after the changes are approved. We will also publicise any variation in charges. We may also use a pro-rata rate if the variation falls within a billing period.

Meters Your water use is measured through a pay-foruse system, where the amount of water you use is measured by a water meter. Meter readings are generally collected 3 times year or hourly for digital meters where they exist. This data is used for billing and to optimise our network planning. Digital meter data is also used to detect leaks. We will read your water meter at least once every 12 months.

If we cannot read your meter, then we will accept a customer self-read to avoid a bill based on an estimated read.

All meter data is collected, stored and disposed in accordance with the Goulburn Valley Water Privacy Policy.

Meter access You need to make sure there is safe access to your water meter so it can be read regularly. Where we cannot read your meter, we may ask you to take the reading on our behalf. If you do not provide us with a reading, we will issue an account based on an estimated water usage, calculated from your water usage history. We will make any adjustments the next time we read your meter.

We’ll take all reasonable measures to ensure your meter is read every billing cycle, or at least once every 12 months, providing we have access.

You can also ask us to determine your outstanding charges outside a billing period, where we will arrange a special meter reading at a reasonable cost to you.

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There is no charge for a special meter reading if it’s a customer self-read, via a digital meter, or if the customer is being supported by us via our Customer Support Policy.

Testing your meter We take all reasonable steps to ensure your meter reads accurately. If you think your meter reading is high and you don’t believe you have any leaks, you may ask us to test it.

Tests will be carried out independently and if the meter is found to read higher than industry standards, we will replace it and refund the test costs. If the meter is working accurately, you will be responsible for testing costs.

You can make enquiries about determining outstanding charges outside a billing period or testing your meter by phoning 1300 360 007.

Customer self-reads You may receive an account based on an estimated meter reading. You can contact us to provide a customer self-read. You may then request an adjusted bill. There is no charge for self-reads or an adjusted bill.

Billing We issue accounts to our customers three times a year. Your bill contains information about the calculation charges for your account.

We send your bill to your physical or electronic (email) address as specified by you. We can also send your account to an agent or person authorised to act on your behalf. If no address has been specified, we’ll send it to the property’s physical address, or your last known address.

Please refer to our website (www.gvwater.vic.gov.au) for details on what you can expect to see on your bills, both paper or e-bills.

If you are a tenant, you are responsible for paying water usage charges, where: • the water has been separately metered • your landlord has told us you are the tenant • we read the meter at the change of tenancy.

Charges and billing

If you own or occupy multiple properties in our service area, you will receive a separate bill for each property.

If requested, we can provide you with the usage history for the previous three years, within 10 business days. Requests for information older than three years may incur a fee.

Adjustment of bills If you are overcharged, we will inform you within 10 business days of becoming aware of the error and you will receive a refund or credit.

If you are undercharged, we will notify you in your next bill, listed as a separate item. We will only seek to recover amounts incurred in the four months prior to notifying you. No interest will be charged on undercharged amounts. Flexible payment options are available to repay for undercharging.

If we estimate you have been undercharged due to illegal use, we will identify an amount due based on estimating the usage for which you have not paid.

We may also exercise other rights available to use in respect to this amount.

Payments We require you to pay your account within 28 days from the date of issue. Applicable interest will be charged on overdue accounts.

You can pay your account in a variety of ways: • using BPAY with the details on your bill • Centrepay for Centrelink recipients • direct debit via bank account • in person at our Fryers Street, Shepparton office • at any Australia Post branch or online at www. postbillpay.com.au • by phone using a credit card • by mail, using the return slip on your bill • in advance.

Flexible payment plans We will make flexible payment plans available to you in accordance with your capacity to pay. A flexible payment plan will: • include how the payment amounts have been calculated • outline period over which the customer will pay

the agreed amounts • show the amount to be paid each period and the date by which each payment must be made • be confirmed in writing to you as soon as possible after the flexible payment plan begins.

Payment plans can be modified by a customer at any time to accommodate changing personal circumstances, and in line with our customer support programs. We are not required to offer you a flexible payment plan if you have had two flexible payment plans cancelled in the previous 12 months due to nonpayment; unless you provide a fair and reasonable assurance that you will comply with the plan.

Non-payment If you fail to pay an account by the date stated on the bill, at least two business days later we’ll send a reminder notice requesting payment. This notice will specify a date by which payment is to be made (no less than six business days) and let you know the date from when interest charges will be applicable.

If you fail to pay a reminder notice by the date stated, we will issue a final notice within 15 business days of the issue date of the reminder notice. We will also let you know about any assistance which may be available and that if legal or restrictive action is taken, you may incur additional related costs.

We may charge interest on unpaid amounts, unless: • you hold an eligible concession card • have an active payment plan with us, or • are being assisted under our Customer Support Policy.

The maximum rate we can charge is set by the ESC each May. Interest charges will start accruing on the day the amount is due and will end on the day all unrecovered amounts are paid in full. We will not apply interest retrospectively if you cease being eligible for interest free terms.

Under water law, if you are liable to pay us an amount related to a property you own, that amount is a charge on that property.

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Charges and billing

We may recover costs charged by our financial institution if a cheque is dishonoured or you have insufficient funds available when paying by direct debit. We will not charge you dishonour fees if you have a valid concession card or are receiving support through our Customer Support Policy.

Actions for non-payment We will make all reasonable efforts to help you pay your water bill. However, as a last resort, we may take legal action or restrict your water supply if: • we’ve made reasonable attempts (at least four) to contact you about the non-payment, including providing information on payment assistance by telephone, letter or in person • you’ve been notified of any proposed restrictions or legal actions and the costs, and you have been offered a flexible payment option and you have failed to respond • you agreed to a flexible payment plan and have failed to comply with the arrangement • it’s less than 90 business days from the due date of the original invoice.

We will not begin legal action or restrict your water supply if it is less 15 business days since we sent you a final notice and you: • owe less than $300 • are eligible for and have lodged an application for a concession card • have made an application, which is outstanding, under the Utility Relief Grant Scheme • are a tenant and the amount owed is by your landlord, or you have a claim against the landlord regarding a water bill pending the Victorian Civil and Administrative Tribunal, or the amount in dispute is subject to an unresolved complaint procedure in accordance with our customer complaints policy • are receiving financial assistance because of payment difficulties • the amount is in dispute and is being resolved in accordance with our complaints policy.

This does not restrict our rights under water law to pursue a debt you owe us if you are no longer a customer.

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Additionally, we will not restrict your water supply: • if you need water for a life support machine or other special needs • on a Friday, public holiday, weekend, day before a public holiday, or after 3pm on any day • if it’s a Total Fire Ban day declared by the Country Fire Authority or you live in an area declared as “severe”, “extreme”, or “code red” fire risk.

• if we think that restriction would cause a health hazard after taking into account any customer concerns.

If your water supply is restricted, the flow rate at the tap nearest your meter will be about 2 litres per minute. We will restore your water supply within 24 hours upon payment of a fee, when the reason for restriction has been resolved.

Customer assistance and support We have procedures to identify residential and small business customers who may be experiencing payment difficulties, need information or assistance.

Information we can provide may include: • information about interruptions and assistance that is available during the interruption • customer obligations • concession entitlements • sustainable use of water • accessibility requirements for communication.

Customer’s chosen representation or support person You have the right to nominate a representative or support person to communicate with us on your behalf.

Charges and billing

Payment If you are having trouble paying your bill, please contact our Customer Accounts and Services team on 1300 360 007 – the sooner you contact us, the sooner we can help.

We have a range of options available to assist customers who are having trouble paying their account, such as: • providing assistance on accessing any government grants that may be available, such as a Utility Relief Grant • arranging an alternate payment option that takes into consideration your capacity to pay • flexible payment plans, including bill extensions and payment matching • referrals to free financial counselling • water saving advice • conducting more frequent meter readings and frequently reporting to customers on consumption • redirection of a bill to another person for payment if the person agrees in writing.

Customer Support Policy We have a Customer Support Policy in place to ensure we work with customers who are experiencing financial difficulties sensitively. A customer can be identified by our team, themselves, an independent, accredited financial counsellor or a qualified accountant as having the intention but not the financial capacity to make the required payments.

the period of hardship – while payments are made to us according to an agreed flexible payment plan.

Phone 1300 360 007 to request a copy of our Customer Support or Family Violence policies or visit www.gvwater.vic.gov.au/residential/your-account/

Family Violence Policy Family violence impacts all areas of our community, and as such, we recognise the role we play in providing account solutions and support services for customers.

We also recognise that family violence can cause payment difficulties for customers.

Confidentiality and safety are our utmost priorities.

We treat every customer with respect and provide a service that minimises repeat disclosure and provides individual case management.

If you are affected by family violence, we’ll ensure your information is kept strictly confidential - even if someone else’s name is on the account. If you have a joint account and have been left with a debt, we’ll work with you to find a solution. We’ll also provide information about support we can offer, as well as referrals to other specialist services if required.

Moving house?

If you own your property, your solicitor/conveyancer will manage the change of ownership process as part of the property transfer. If you are a tenant, you’ll need to advise us two days before moving out of your rental property to organise a final bill.

Customers experiencing payment difficulties are exempt from supply restrictions, legal action and additional debt recovery costs – including waiving any interest accrued prior to identification of and during

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Information, consultation and privacy

Information

Privacy

If requested, we can provide you with (fees may apply for some): • an account history • an Information Statement stating encumbrances or outstanding orders or charges for a property serviced by us • water reuse and conservation educational material • lists of prices, offers and contact numbers • communication assistance, including interpreters or TTY service for speech and hearing impaired customers • a copy of our operational regulatory requirements, including the ESC’s Customer Service Code.

Your privacy is of the utmost importance to us and we’re committed to ensuring your personal information is protected. We collect personal information for the purpose of providing water and sewerage related services, which may include service and product promotion, market research and evaluations.

We may not provide information if it contravenes our information handling requirements under our Family Violence Policy.

Stakeholder engagement We engage with our customers about important issues in our region to ensure we’re responsive to customer needs and concerns.

We may disclose your personal information to our approved contractors for this purpose only, and to other third parties including the Minister for Water and government departments.

We have developed a comprehensive Privacy Policy which outlines how we protect and handle personal information in line with National Privacy Guidelines under the Information Privacy Act 2000 and Privacy and Data Protection Act 2014. You can find more information at www.gvwater.vic.gov.au or by phoning 1300 360 007.

You can request access to your personal information held by us by contacting us and signing a release form. A fee may apply.

We deliver an ongoing customer consultation process, where we work with customer groups to gather their input and opinions on our service delivery and planning for future decision making.

We also undertake annual customer market research and service evaluation to understand customer needs, satisfaction, expectations and perceptions.

We will reasonably endeavour to determine a customer’s preferred method of communication and use that where possible.

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Water

Being Water Wise Our community recognises that water resources are invaluable and should not be wasted. We have information and tips on being water wise to save water - there are simple things that you can do each day to help conserve water around the home and garden, which will also save you money.

You can read your meter and calculate your water usage at any time which will give you an indication of how much water you use in a given period.

An easy way to be waterwise is to follow the Permanent Water Saving Rules, which are a set of simple, common sense rules that people must comply with.

Permanent Water Saving Rules apply to all of our customers every day of the year. They apply across Victoria. These rules include: • using sprinklers after 6pm and before 10am • leak-free handheld hoses can be used any time if a trigger nozzle is attached • using a broom or blower to clean hard surfaces.

You can find more information on Being Waterwise and Permanent Water Saving Rules at www.gvwater. vic.gov.au, or this information can be provided on request.

Drought response plans and water restrictions We may need to implement one of our Drought Response Plans and introduce water restrictions during times of low rainfall or in drought situations.

During this time you will still be required to pay the full water service fee, but your water usage charges will be reduced in line with reduced water usage.

If you are found to breach Permanent Water Saving Rules or water restrictions, you may face a penalty.

You can find more information about water restrictions and penalties at www.gvwater.vic.gov.au or by phoning 1800 454 500 (our 24-hour Customer Service Centre).

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Water recycling We treat wastewater to quality levels required by the Environment Protection Authority, to recycle for use on land or to replenish river systems. Where possible, we work with local communities and industries to re-use it as a resource. This includes irrigating public spaces, such as golf courses.

We do not supply recycled water services for domestic customers. Recycled water is used for agricultural irrigation under a Third-Party Re-Use Agreement.

Environmental management We manage our environmental responsibilities in a professional and responsible manner using an Environmental Management System. This outlines environment policy, objectives, plans and procedures.

Enquiries, complaints and disputes

Enquiries

Dispute resolution

If you have a question about your service, we encourage you to give us a call – we have a dedicated 24-hour faults and emergencies phone number (1800 454 500), and a Customer Accounts and Services number (1300 360 007). You can find a complete list of our contact details on the last page of this document. We aim to respond to your enquiry quickly and courteously.

If you’re not satisfied with our response or the outcome, you can ask to have your complaint re-assessed by a senior manager.

Complaints We have a Customer Complaints Policy in place to ensure your concern is addressed fully, fairly and within a reasonable timeframe. We know complaints can provide an opportunity to improve our customer service, and we’re committed to working to resolve your complaint at the first point of contact to your satisfaction.

If requested, we’ll reply in writing to acknowledge your complaint within 10 business days. Our response will outline the nature of your complaint and any reasons for the decision we make; or if your complaint is complex, we’ll let you know when you can expect a reply.

If you are still not satisfied and can’t resolve it by other means, you can refer your complaint to the Energy and Water Ombudsman Victoria, or another external dispute resolution forum: Energy and Water Ombudsman (Victoria) Ltd GPO Box 469, Melbourne, VIC, 3001.

Phone 1800 500 509 or email ewovinfo@ewov.com.au If your dispute concerns money, we will not seek payment until the dispute has been resolved and you have been informed of the outcome.

We may consider a dispute about non-payment resolved if we have informed you of our decision about the complaint and any internal review, it has been 10 days since we informed you, and you have not sought further review, including with EWOV. We will not consider a dispute resolved until any claim lodged with EWOV or other external resolution forum has been finalised.

Phone (03) 5832 4800 to request a copy of our Customer Complaints Policy or visit www.gvwater.vic. gov.au/contact-us/complaints-handling

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Appendices - Guaranteed Service Levels

We are committed to providing high standards of service to you. If we don’t meet these, customers who are affected may be eligible for a rebate on their water or sewerage charges as part of our Guaranteed Service Levels (GSLs). The rebates will be applied to your account as soon as practicable once we become aware of the requirement for a rebate, and rebate eligibility is determined.

If you are a tenant and a customer, the rebate will be credited to your account. We won’t issue a GSL rebate if an event is caused by, or is the responsibility of, the customer or a third party.

$300 rebate We know some of our customers at times may experience financial stress or hardship because their lives or circumstances change.

If we take legal action against a residential customer or restrict water supply in a manner that does not meet the requirements of the ESC’s Water Industry Standard - Urban Customer Service’s reasonable endeavours, we’ll pay that customer $300.

$2000 rebate

These GSLs have been approved by the Essential Services Commission.

Protecting our environment is important to us.

Sewer spills can impact the local environment and waterways, and may also affect public amenity.

$20 rebate

If we don’t contain a sewer spill that’s caused by a fault in our system within five hours, we’ll donate $2000 to the affected community.

We understand that water is an essential service, and having a reliable supply is something that people value.

If a customer’s water supply isn’t restored within five hours, we’ll pay that customer $20.

$25 rebate Sewerage spills can have a significant impact, and we know they cause concern and inconvenience if it’s in your home.

If we don’t respond to a sewer blockage within an hour from when we’re notified, we’ll pay affected customers $25 each.

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$15,000 rebate Our customers rely on us providing water services they can trust all the time.

We’ll contribute a $15,000 payment to the affected community if a boil water notice is issued and caused by a fault in our system.

Appendices - Approved Service Standards

We have a number of commitments to standards and conditions of service and supply. These are outlined in the table below and are also approved by the Essential Services Commission.

Service standard - WATER Minimum water pressure or flow rate a customer should receive

20 litres/min

Maximum number of unplanned water supply interruptions a customer may experience in any 12-month period

4

Average time taken to attend bursts and leaks (priority 1) (Minutes)

60

Average time taken to attend bursts and leaks (priority 2) (Minutes)

60

Average time taken to attend bursts and leaks (priority 3) (Minutes)

160

Average duration of unplanned water supply interruptions (Minutes)

120

Average duration of planned water supply interruptions (Minutes)

120

Service standard - SEWER

Target per year

Maximum number of sewer blockages a customer may experience in any 12-month period

4

Average time to attend sewer spills and blockages (Minutes)

60

Average time to rectify a sewer blockage (Minutes)

120

Maximum time taken to contain a sewer spill (Minutes)

300

16 | gvwater.vic.gov.au

Appendices - Definitions

Complaint A written or verbal expression of dissatisfaction about an action, a proposed action, or a failure to act by Goulburn Valley Water, its employees or contractors. This includes failure by Goulburn Valley Water to observe its published policies, practices or procedures. (See also the definition below of enquiry).

Customer Broadly means someone who buys the Corporation’s water or pays to discharge wastewater into one of its sewers.

Customer Service Code Refers to the Essential Services Commission’s Customer Service Code Metropolitan and Regional Water Businesses and is available at: www.esc.vic.gov. au

Enquiry A written or verbal approach by a customer that can be satisfied by providing written or verbal information, advice, assistance, clarification, explanation or referral about a matter.

EWOV The Energy and Water Ombudsman (Victoria).

Financial hardship Where a customer desires to pay, but due to financial difficulties is unable to pay within the time frame set out in our policies.

Interruption In the case of a customer’s water supply, a total loss of water supply to the customer; or in the case of a customer’s sewerage service, the flow of sewage is restricted due to a complete or partial blockage in Goulburn Valley Water’s sewerage system; not attributed to the customer.

Landlord Any person who leases a property to a customer.

Non-Drinking Water Supply A water supply that is not suitable for drinking or food preparation purposes.

Notice for the purposes of planned interruptions to supply Written notice delivered to the property, or a text

message delivered to a mobile phone if a customer has provided us with their details.

Planned interruption An interruption which is caused by Goulburn Valley Water to allow planned works to be carried out.

Property service pipe The pipe from Goulburn Valley Water’s water main to the meter assembly, or to the stop valve near the property boundary where no meter is fitted or the meter is not installed near the property boundary.

Regulated water supply A water supply that is not suitable for drinking or food preparation purposes and is declared as a regulated supply under the Safe Drinking Water Act (SDWA) 2003.

Sewerage system The overall system for removing and processing sewage.

Stop valve The valve located at or near the property boundary (and normally before the water meter) that controls the flow of water into a property.

Tenant A customer who rents a property from another person.

Trade waste Any liquid, and any substances contained in it, which may be produced at the premises in an industrial or commercial activity, but does not include domestic wastewater.

Unplanned interruption An interruption that is caused by a fault in Goulburn Valley Water’s system or a fault that is the maintenance responsibility of Goulburn Valley Water.

Wastewater Liquid waste matter carried in sewers, everything that is flushed down the toilet, sinks (laundry, kitchen, bathroom) washing machine, gully traps.

Water Supply by Agreement A water supply to a property, not serviced within the meaning of the Water Act 1989, that has been permitted by the Corporation under the terms and conditions contained in the agreement.

1800 454 500 | 17

Contact us General enquiries (03) 5832 4800 24-hour Customer Service Centre (Faults and emergencies) 1800 454 500 Billing enquiries 1300 360 007 Technical customer service 1800 064 714 Email mail@gvwater.vic.gov.au Website www.gvwater.vic.gov.au Mail PO Box 185 Shepparton, VIC, 3632 Visit us: Head office 104-110 Fryers Street Shepparton, VIC, 3630 Shepparton Operations Centre Florence Street Shepparton, VIC, 3630 Translating and Interpreter Service 13 14 50 Hearing Impaired Service 13 36 77