Customer charter

above all else, you want safe and clean drinking water.

• continue to provide you with high quality drinking water – one of the best in the world.

• letting us know of any issues with the supply, taste or odour of your drinking water.

water and wastewater services should be reliable and affordable for everyone.

• continue to monitor and maintain an effective wastewater network.
• ensure bills are transparent and accurate
• continue to work hard to keep bills as low as possible.
• promote our financial assistance programs and provide help should you need it.

• letting us know of any water leaks in your community.
• contacting us early, before things get too stressful, if you need help paying your bills.
  

you want to be proactively informed about any issues affecting your water and wastewater services.

• proactively reach out on things that matter and relate to you, be open and transparent and keep you in the loop.
• ensure there are many ways to contact us and, when you really need to talk to someone, know that there will always be a local at the other end of the line.
• continue to focus on cultural diversity by providing interpreters and translated information.
• respect your preferences and your privacy if you let us know that you do not want us to contact you.
• continue to welcome your feedback and manage complaints in a fair and respectful way.

• providing and/or updating your contact details like email and mobile number (via our website) so we can contact you promptly if there's something important you need to know about and/or plan for – log in to My Account or sign up for SMS alerts.

we need to be easy to deal with, maintaining a standard of customer service that meets or exceeds your expectations.

• listen to understand your individual circumstances and personalise our approach to make sure you are okay.
• minimise the impact of outages.
• strive to get it right the first time for you. Sometimes this may not be possible, but we'll tell you upfront and keep you up to date.

• providing honest, helpful feedback and communicating any issues respectfully.

the protection of our waterways and the environment is essential now and for future generations.

• engage with you and make decisions for long-term sustainability with the community in mind.
• safeguard and enhance our natural waterways, habitats, and recreation areas for improved liveability for our communities.
• continue to manage wastewater effectively with the environment top of mind.
• work to reduce our carbon emissions and maintain our commitment to turning waste into energy.

• calling 13 20 90 24/7 to let us know of any wastewater overflows in parks and bushlands so we can get on to it straight away.
• not putting the wrong things down the toilet, drain or sink to help avoid wastewater blockages that cause overflows into homes, backyards and local waterways.

you need a water network that reaches all customers, is resilient to drought and will deliver long-term water security.

• continue to support, promote, and educate about water conservation.
• continue to seek out new innovative ways to meet the demands of a growing population.

• being wise about reducing how much water you use.