Who is Yarra Valley Water?

We’re one of Australia’s largest water utilities, providing water and sewerage services to over 2 million people and over 60,000 businesses in the northern and eastern suburbs of Melbourne. Our purpose is to support the health and wellbeing of our customers and create a brighter future for communities and the natural environment.

Established in January 1995, we maintain and operate over 21,000 kilometres of water, recycled water and sewer mains, 44 water supply tanks and 9 sewage treatment plants. We buy our water from Melbourne Water, which also operates the major sewage treatment works that service Melbourne.

We’re committed to providing you with the highest quality water and sewerage services as well as offering responsive customer support. We’re also dedicated to ensuring our services are delivered in ways that have minimal effect on the environment.

Our commitment

This charter outlines your rights and our obligations and is based on the Water Industry Standard issued by the Essential Services Commission (ESC). The ESC is the economic regulator of the Victorian water industry and their responsibility is to protect the interests of water and sewerage customers.

This charter also incorporates feedback from customers about what matters most to them when it comes to their water and sewerage services. We engaged extensively with customers as part of our 5-year planning process for 2023-28 – every 5 years we’re required to propose the prices we’ll charge and the service standards we’ll provide customers, to the ESC for their review. This has helped us identify what customers want and value the most. This led to the creation of 6 service outcomes based on the services we provide to customers now and the action we need to take now for the future.

Customers expect:

• Water that’s safe to drink.
• Water and sewerage services they can rely on.
• Fast response and effective restoration of their service when it’s interrupted.
• A service that is accessible and adaptable to meet their needs.
• Saving water now, so it’s available in the future.
• Looking after the natural environment.

Overarching these outcomes is a new commitment to embed a caring for Country philosophy across all our decisions and outcomes.

Detailed information about our commitments can be found in Appendix 2.

About this charter

This charter focuses on the particular needs of business customers, including customers that discharge trade waste and customers on private extensions. Please note there’s a separate charter for customers that discharge trade waste, go to yvw.com.au/charters or call 1300 771 865.

You can enter into a separate agreement with us however such an agreement can’t reduce your rights or increase your obligations under the customer charter without us returning some corresponding benefit. We want to serve you better. If you have special needs, we’d like to know. We can only change the customer charter after consulting with customers and receiving the Essential Services Commission’s approval.

Your rights to water supply

We’ll ensure that the water we supply:

• Is in accordance with the Water Industry Standard.
• Meets the minimum flow rates set out below.
• Is safe, clear and free from objectionable odour and taste.

In addition, recycled water complies with the quality objectives defined in the Environment Protection Authority Victoria publication, 464.2 Guidelines for Environmental Management: Use of reclaimed water.

Subject to our general obligations under the Competition and Consumer Act 2010, we’ll ensure the supply of drinking water to the outlet of the meter, or to the property boundary if there’s no meter, and that the quality of the water complies with the requirements of the Safe Drinking Water Act and regulations, Australian Drinking Water Guidelines, or any other requirement set by the Department of Health.

For business customers supplied by a private extension service, these standards apply up to the connection point of our mains to the private extension, after which the property owner (i.e. private extension owner) is responsible.

Note that:

• The flow rate is measured at the water meter (or at the tap at the property boundary if a water meter isn’t installed).
• Otherwise, the flow rate is measured at the outlet of the property service pipe. For safety reasons, measuring at the outlet of the water meter should only be done by Yarra Valley Water or a licensed plumber.
• For property service pipes greater than 50mm, flow rates are determined on a case by case basis.

Customers are required to comply with all the terms and conditions of connecting to our water and sewerage systems. After you’ve paid for all applicable connection fees and products, you can request to connect to your property. We’ll connect your property within 10 working days or a later date as agreed.

We aren’t required to provide a customer with the minimum flow rate if:

• The property service pipe is the customer’s responsibility to maintain and is damaged or in poor condition.
• There’s a planned or unplanned interruption of the customer’s water supply.
• There’s a water shortage due to peak summer demand.
• Service is provided via a private extension.
• There’s a water shortage due to a drought or an emergency.
• Recycled water is reduced due to a shortage.
• Recycled water is reduced in accordance with a water corporation’s permitted use rules.
• Supply is restricted or disconnected in accordance with the Water Industry Standard.
• Melbourne Water Corporation has informed us that the water supply should be reduced to avoid a water shortage in the future such as during water restrictions and permanent water saving rules.
• The Water Act 1989 (Vic) and the Water Industry Act 1994 (Vic) allow it.

If restrictions or permanent water saving rules are breached, we may restrict a customer’s water supply. Please visit yvw.com.au/waterrules for further details.

Your rights to water supply for fire services

Fire services are installed to facilitate fire fighting. Fire services can only be used for the purposes of fighting fires or an accredited testing agent testing the service. We’ll randomly monitor the use of fire services to check for any signs of misuse or theft.

Your obligations with regard to backflow prevention

If your business type or practice presents a significant backflow risk to our water supply system, we may require you to fit a suitable backflow prevention device at the outlet of the meter.We’ll also require you to test the backflow prevention device annually and submit the results to us.

Your rights to sewerage and trade waste services

We’ll supply you with sewerage services in accordance with the Water Industry Standard. We’ll also take reasonable care in operating our sewerage system to avoid odours. As part of your business activities you may generate other industrial or commercial liquid waste, known as trade waste. This can contain substances such as chemicals, fats or detergents or liquid food waste. You can discharge trade waste into our sewers only if you have a trade waste agreement with us, or otherwise have our consent. We’ll accept trade waste only where there’s no danger to people, the environment or the sewerage system. You have the right to independent mediation in the event of a dispute. Further details about trade waste and information specific to customers that discharge trade waste are provided in the Trade Waste Customer Charter. To obtain a copy go to yvw.com.au/charters or call 1300 771 865.

Your rights where services are below standard

If you believe we aren’t meeting the standards defined in this charter, you can ask us to conduct tests. If the tests show we aren’t compliant, we’ll rectify the problem as soon as possible or within a time agreed by you. If the tests show we are compliant, you may be liable for the cost of the tests. However if the problem can be attributed to the private extension infrastructure, it’s the responsibility of the property owner (i.e. private extension owner) to fix. The general rule is that we’re responsible for maintaining the water service up to and including the property meter, and for the sewer branch up to the property connection point.

Our commitment to continuous service

We understand that any interruption to your drinking or recycled water supply or sewerage service is inconvenient and disruptive. We work hard to provide you with continuous access to these services, however this isn’t always possible. We’ll make every reasonable effort to minimise the number of interruptions to your water supply and sewerage services and to provide a timely response to an emergency.

We will:

• Use your preferred method of communication to give you one week’s written notice of any planned interruptions to our services (including when they’ll occur and for how long).
• Liaise with you, where possible, to agree to the most convenient timing for that interruption (planned interruptions will take no longer than 5 hours).
• Ensure there are no more than a total of 2 unplanned interruptions to either your water supply or sewerage service in any 12-month period.

Where there’s an interruption to these services we aim to:

• Restore water supply within 4 hours of being notified.
• Ensure you have access to emergency drinking water supplies.
• Ensure that information about the interruption and how to obtain emergency drinking water supplies are available on our 24 hour faults and emergencies line on 13 27 62.

Sewer blockages

If your sewer becomes blocked please call us for advice on 13 27 62. If the blockage is our responsibility, we’ll correct the fault ourselves. If the blockage is your responsibility, you’ll have to engage and pay for a licensed plumber to fix it.

Our commitment in relation to sewage spills

Where a sewage spill occurs on your property due to a failure in our system, we’ll:

• Respond swiftly, endeavouring to get to your property within an hour of being notified of the problem.
• Minimise the damage and inconvenience to you.
• Ensure we contain the spillage as soon as possible – within one hour if the spill is inside your premises and within 4 hours for other spills on your property.
• Clean up the affected area as quickly as possible and in such a manner that the risk to human health is negligible.

Your right to compensation

We’ll provide our service with due care and skill and will meet our obligations under the Competition and Consumer Act 2010. Any materials provided in connection with this service will be reasonably fit for the purpose for which they’re intended.

Buying or selling a property

If you’re buying or selling a property we guarantee to provide prompt, accurate information to you, your conveyancer or solicitor, through our PropertyFlow service.

Charges and rates

We bill you for:

• Water Supply and Sewerage System charges – fixed charges for running, maintaining and repairing the water supply and sewerage systems.
• Usage Charges – volumetric water usage and sewage disposal.
• Trade waste charges (where applicable).
• Fire service charges (where applicable).
• Other Authority Charges – rates on behalf of Parks Victoria for parks services and Melbourne Water for waterways and drainage from customers who own a property within Melbourne Water’s Waterways Management District.

We’ll bill owners corporations or central bodies for a business site for usage charges relating to common land and facilities, e.g. a common grounds watering system.
Owners of commercial properties are financially responsible for all water and sewerage charges incurred at the property, as per the Water Act 1989.

Owners of commercial properties can recover these outgoings from renters. Owners will need to have an agreement with renters for paying these charges. We aren’t responsible for any agreement commercial property owners enter into with their renter about recovering these costs.

If you have any queries please contact us on 1300 304 688 or [email protected].

Reducing your account

Using water efficiently can help to reduce your usage charges. We can provide you with advice to help you save. Visit yvw.com.au/business or call us on 1300 304 688 for more information.

Nominating a support person or representative

You can choose to add a representative or support person to your account and we’ll communicate with them.

Flexible payment arrangements

If you’re concerned about being able to pay, we have assistance options available including short term payment extensions and instalment plans to suit your business. A flexible payment plan will:

• State how the payment amount has been calculated.
• State how long you’ll pay the agreed amounts for.
• Specify the amount to be paid and how often.
• Be able to be modified at your request to accommodate a change in your circumstances.
• Be confirmed in writing as soon as possible after it starts.

We aren’t required to offer a flexible payment plan if in the previous 12 months, you’ve had 2 flexible payment plans cancelled due to non-payment, unless you can provide reasonable assurance you’ll comply with the plan. Visit yvw.com.au/financial-help or call us on 1300 304 688 for more information.

Not-for-profit rebate

A rebate is available to not-for-profit organisations throughout Victoria which serve their community in the fields of:

• Education
• Hospitals or nursing care
• Religious worship
• Charity
• Outdoor sporting or recreation
• War veterans’ organisations.

A not-for-profit organisation is one that applies its profits in promoting its objectives and prohibits the payment of any dividend or amount to its members. The rebate will apply to Water Supply System and Sewerage System Charges and the Fire Service Charge (if applicable). The annual rebate is referred to the State Revenue Office for approval. Please call us on 1300 304 688 or contact the State Revenue Office for further details.

Paying your account

You must pay your account by the due date on your bill. Payment methods include:

• Direct debit
• Electronic Funds Transfer (EFT)
• BPAY
• Credit card – online at yvw.com.au/pay, via your online account at yvw.com.au/online or by phone on 1300 362 332.
• In person at any post office, phone 13 1816 or go to postbillpay.com.au.

For the latest payment methods, please refer to your account, visit yvw.com.au/pay or call 1300 304 688.

We may recover costs incurred if your payment is dishonored due to insufficient funds. We won’t pass these costs on if you’re receiving financial assistance from us.

Your rights on charges

Our prices are available at yvw.com.au/pricing or on request by phone or email.

When there are any changes to the service, usage or trade waste charges, we’ll tell you about them with your first bill after the change takes place. If charges change during a billing cycle, the new charges will only apply from the date they take effect.

We calculate your Sewage Disposal Charge using a standard formula. You have the right to ask us to review the formula and make an adjustment if the formula overstates the volume and doesn’t properly reflect how you manage water and waste in your business. You need to provide reasons in support of your request for the estimate to be reviewed.
Any request for a review should be made in writing to the Manager, Customer Care Team, Yarra Valley Water, 25-35 Lucknow Street, Mitcham VIC 3132 or email [email protected].

You also have the option of installing a meter on your outside taps and/or separate buildings on your site (at your own cost). This will allow the calculation of the Sewage Disposal Charge to reflect the usage at your site. Please call 1300 304 688 for further details.

Billing cycles

In most cases we’ll bill you every quarter for:

• Water Supply System and Sewerage System Charges.
• Usage Charges – water usage and sewage disposal charges.
• Trade Waste Charges where applicable.
• Fire Service Charges where applicable.
• Other Authority Charges – waterways and drainage rates on behalf of Melbourne Water and the parks charge on behalf of Parks Victoria.

If you use high volumes of water then you may be billed monthly for service and usage charges. All business customers are billed quarterly for the Parks Charge. We’ll include information on your bill to help you understand these charges.

If you have special billing preferences please let us know. We’ll do our best to meet your needs.

You can choose to receive bills by post or email. We can also issue bills to a nominated agent if you’ve written to us requesting this.

Under or overcharging

If we’ve overcharged you, we’ll inform you within 10 days of confirming the error and you’ll receive a credit or refund.

If we undercharge you due to our error, we’ll only seek to recover sums incurred during the 4 months before your last account. The amount will be separately identified and explained on your bill. You’ll be able to pay the amount to be recovered in instalments or under a flexible payment plan.

If you feel you’ve been over or undercharged, call us on 1300 304 688.

If we’ve undercharged you due to your illegal use of water, the amount to be recovered won’t be limited to the amount undercharged in the 4 months before we notified you of the undercharging. We’ll also need to estimate the usage that hasn’t been paid.

Buying, selling and leasing property

If you’re buying or selling your property, you don’t need to request a final bill.

You don’t need to contact us about the property you’re buying or selling or to finalise your account. Your solicitor or conveyancer will manage the water usage and final bill for your property as part of the settlement process.

If you’re leasing a commercial property

• Commercial lease agreements between landlords and tenants are private arrangements. The owner of the commercial property is responsible for all water and sewerage charges incurred at the property, as per the Water Act 1989.
• If you’re a renter moving into a commercial property you only need to contact us if your business discharges trade waste.
• If you’re a renter moving out of a commercial property, you only need to contact us if you have a Trade Waste Agreement.

If you have any questions, please contact the property owner or your property manager.

Additional bill or meter reading

You can request an additional bill or meter reading outside your normal billing cycle. If we need to read your meter, then a fee may apply.

Restricting or disconnecting water supply

We’ll make all reasonable efforts to help you pay your account. We’ll send a reminder notice to you and if you haven’t paid within 15 business days, we’ll send you a final notice in reference to non‑payment. We may take legal action or restrict your water supply in order to recover the debt. You’re likely to face additional costs if either of these steps are taken.

We won’t restrict your water supply or commence legal action where:

• You owe less than $300.
• You’re renting and your rent provider is responsible for the debt.
• You’re renting and have a claim against the rent provider about a water bill, pending at the Victorian Civil and Administrative Tribunal.
• You’ve got a flexible payment arrangement and you’re making payments consistent with that arrangement.
• It’s been less than 15 business days of issuing a final notice.
• The amount in dispute is subject to an unresolved complaint procedure in accordance with our complaints policy.

This clause doesn’t restrict our rights under water law to pursue a debt owed to us by a person who is no longer a customer.

Specifically we won’t restrict your water supply:

• It’s a day of total fire ban declared by the Country Fire Authority or Fire Rescue Victoria in the area your property is located.
• After 3 pm on Monday to Thursday, on a Friday, a weekend, a public holiday or the day before a public holiday.
• Where we believe the restriction will cause a health hazard.

We may also restrict or disconnect your water supply if, for example, the pipes on the property aren’t properly constructed or maintained, or you’ve failed to comply with a notice to remedy a breach of the Water Act 1989. If your water supply is restricted, the flow rate will be at least 2 litres per minute at the tap nearest to the meter.

We’ll issue reminder notices if payment isn’t made by the due date and a final notice at least 7 days before taking action for non-payment.

Restoring water supply

When the reason for restriction has been resolved or we’ve accepted the steps you’ll take to comply (that you’ve sent to us in writing), we’ll restore your water supply on payment of a fee. This will be done within 24 hours.

Your water usage is based on the amount of water measured by a meter. The Sewage Disposal Charge is calculated by a formula that also uses the amount of water measured by a meter. In some cases, meters are required to measure water used from fire services and trade waste volumes.

Access to your water meter

Your meters must be accessible so our staff can read them regularly. We’ll use reasonable endeavors to ensure we read your meter each quarter or at least every 12 months. Where we can’t read your meter we may ask you to read it on our behalf. We’ll advise you when we need you take a reading and the ways you can submit it. You’ll also be able to request an adjusted bill. You won’t be charged for a meter reading you’ve taken or for the adjusted bill. If you refuse to provide a meter reading, we may estimate the amount of water you use. The estimation will be calculated on your water usage history and we’ll make any necessary adjustments the next time we read your meter. If you can’t make your meter(s) accessible to us, we can arrange for a remote reading device to be fitted, on payment of a fee. A remote meter reading system can be installed in a multi‑unit development so that meters can be read from a single location. Installing a remote meter reading system must still comply with access requirements outlined above.

Testing your meter

We take all reasonable steps to ensure your meter reads accurately. If you think your meter is inaccurate, you can ask us to test it. All meter testing is carried out by an independent company to a nationally approved standard. We’ll provide you with the results of the test within 5 working days after it’s done. If the test shows that the meter isn’t meeting required accuracy standards, we’ll replace it. We’ll also credit your account with any amount you were overcharged. If the test shows the meter was working accurately, you’ll be responsible for paying the cost of the test.

Special meter reading

At any time, including when you’re moving in or out of your property, you can ask for an additional account or meter reading outside the normal billing cycle. If we need to read your meter a fee may apply. We won’t charge a fee if you provide a meter reading you’ve taken yourself, your property has a digital meter or you’re receiving assistance under our customer support policy.

Don’t remove your water meter

We own the water meters on customers’ properties. They shouldn’t be removed under any circumstances. Only our plumbing contractor is permitted to remove water meters.

Meters for fire services

To minimise the risk of water contamination and misusing fire services, we may require your fire service to be fitted with a meter and an approved backflow prevention device.

Meters for trade waste

In some cases, customers that discharge trade waste are required to install one or more flow meters to measure and record trade waste discharged to our sewerage system. It’s the responsibility of the customer to ensure this meter is calibrated and incapable of being reset to zero. Further information about trade waste metering can be found in your Trade Waste Agreement or consent and the Trade Waste Customer Charter.

Responsibilities for maintenance

Water supply and sewerage services

We’re responsible for maintaining:

• The property water meter, pipes and fittings from our water main to the water meter on your property.
• The water service to the property boundary if the meter is more than 2 metres inside the property boundary.
• The sewer and its branches up to the property connection point or a maximum of one metre from the sewer main (whichever is shorter).
• Up to the first stop valve or tap inside the property boundary where there’s no meter.

In the case of an owners corporation or central body of a business site, we’re responsible for maintaining:

• The water service up to and including the main property meter which is usually located at the property boundary.
• The water service to the property boundary if the meter is more than 2 metres inside the property boundary.
• Up to the first accessible stop valve from the water main if the meter is located in a structure or building.

You and/or the owners corporation are required to maintain any pipe work on your side of the property water meter, at your cost. We’ll maintain the property meters and individual meters that are installed.

If the property has a private fire service, we’re responsible for maintaining up to the stop valve at the main.

Property owners are responsible for maintaining:

• Private fire services (excluding the valve at the water main) including general service if combined.
• Private extensions.
• Property service pipes from private extensions.
• Backflow prevention devices including annually testing the device and submitting the results to us.

Building works

We rely on the cooperation of our customers to maintain the integrity and stability of our water and sewerage systems.

If you need additional connections to the mains; you, your plumber or builder can submit an application online. In completing your application, we’ll provide our Conditions of Connection.

It is the property owner(s) responsibility to ensure all conditions have been satisfied.
Property owners must:

• Seek our consent for any building or construction work which might interfere with a service or system.
• Not alter any works connected to any of our services, systems or works without our consent.

We can require property owners to remove trees and contribute to the cost of works we’ve undertaken. We’ll exercise these rights in accordance with the Water Act 1989 and the Water Industry Standard. If you object to a decision we’ve made in exercising our rights, you can have the decision reviewed by us and, in some cases, by the Energy and Water Ombudsman Victoria or the Victorian Civil and Administrative Tribunal. We’ll explain your rights when exercising our rights or making decisions.

Notice of works

Our activities can affect your business even if your water supply or sewerage service aren’t impacted, e.g. when we need to dig up the road to access a pipe. We’ll give you one week’s notice of works which may affect you, except in an emergency. Where we undertake any works, we’ll leave the street or property in a state similar to when the works started. Any works we undertake will be in accordance with safety standards set by VicRoads or any other relevant safety standard.

Entry onto your property

We have the right to enter your property for a number of purposes, such as reading a meter or in an emergency. We’ll give you one week’s written notice of our intention to enter your property to carry out any works, except in an emergency, or unless you consent to a shorter period. We don’t have to give you notice to enter your property to read a meter or to carry out a trade waste inspection when it’s reasonable to believe that the business is in operation. Our employees and contractors will carry identification at all times which must be provided on request.

You must tell us of dangers

We ask that you inform our employees and contractors of anything on your property that may be dangerous to them, e.g. a guard dog.

Keys to properties

If we hold keys to a customer’s premises, we’ll hold the keys in safe custody and return them after we’re notified the customer has vacated the property or if access is no longer required.

Engaging and involving customers

We value the contribution that customers make to the running of our business. We have established a Community Advisory Group to enable community input into our service planning and decision making. We need to know if we’re doing a good job, and we survey a number of customers about our performance throughout the year. This group includes a representative sample of business customers. We value your opinion and welcome your feedback, email us at [email protected] or call 1300 304 688.

Water quality, conservation and the environment

Excluding private extensions which we don’t control, we’ll:

• Monitor water quality and publish the results annually.
• Provide water and sewerage services that meet sustainable standards of environmental care. We’ll achieve this by continuously improving our environmental performance and addressing the expectations of our customers, the community and the government.
• Demonstrate a long-term commitment to our customers and community at large that we’re being active and effective in relation to water conservation and the efficient use of water. We’ll achieve this by contributing to and publishing the Water Outlook for Melbourne each year.
• Publish results of our environmental performance each year.

Proactive customer engagement

We’ll use reasonable endeavors to determine your preferred method of communication and use it where possible. This includes proactively contacting you with information and assistance such as water and sewerage service interruptions and payment assistance options.

Requests for information

We’ll provide you with information you request such as:

• Copies of this charter.
• Copies of the Water Industry Standard.
• Your account history including water used, charges and payments (your last 3 years’ history is available on computer so we can answer questions over the phone). We’ll also provide a copy of your account and usage history within 10 days of a request.
• An Information Statement (for a fee) stating encumbrances or outstanding orders, and outstanding charges for any property in our area.
• A current list of prices and contact numbers.
• Information about our complaints handling process, including the Energy and Water Ombudsman Victoria.

Unless stated otherwise, we won’t charge you for information or advice.

Privacy

We recognise that your privacy is of great importance and we’re committed to protecting your personal information. We collect personal and water use information for the purpose of providing water and sewerage related services and products, which includes promoting these services and products and market research. We may also use this information to proactively identify, contact and engage with you about your water and sewerage services. We may disclose your personal and water use information to our contractors for these purposes and other third parties including Melbourne Water and Parks Victoria.

Where we hold your personal information in conjunction with others (e.g. where your account is a joint one), we will not disclose your personal details to other account holders without your permission. Please contact us if you wish to arrange for someone else to have access to your account details. You may request access to your personal information that we hold by writing to the Privacy Officer at Yarra Valley Water, 25-35 Lucknow Street, Mitcham VIC 3132. Please note, we may charge you the reasonable cost of processing your request. We’ve developed a Privacy Policy to ensure that our customers’ personal information is safeguarded. Our Privacy Policy represents how we handle information in accordance with the Information Privacy Principles outlined in the Privacy and Data Protection Act 2014.

For a copy of our Privacy Policy, visit yvw.com.au/privacy or call us on 1300 304 688.

Enquiries

If you have an enquiry, please call us on 1300 304 688. You’ll receive a prompt, courteous response and the name of the person who is handing your enquiry.

If you experience any problems with your water or sewerage services, please call us on 13 27 62. We’re available to take your call, 24 hours a day, 7 days a week.

You can also write to us at Yarra Valley Water, 25-35 Lucknow Street, Mitcham VIC 3132 or [email protected]. We’ll reply within 4 working days of receiving your letter or one working day of receiving your email.

Complaints

If you have a complaint please let us know by contacting our Customer Care Team at [email protected] or on 1300 304 688. You can write to us at Yarra Valley Water, 25-35 Lucknow Street, Mitcham VIC 3132.

We’ll respond promptly to your complaint and do our best to make sure we resolve the problem to your satisfaction. Our reply will give the reasons for our decision.

If you aren’t satisfied with the reply, our disputes procedure gives you the following rights:

• You can have the complaint reassessed by a case manager.
• You also have the right to seek external resolution of a problem that can’t be resolved to your satisfaction by other means. You can contact the Energy and Water Ombudsman Victoria by phone on 1800 500 509, at ewov.com.au or by mail to EWOV, Reply Paid 469, Melbourne VIC 8060. The Ombudsman provides an independent complaints and dispute resolution scheme to assist water and energy customers. Depending on the nature of the problem, you can also contact the Victorian Civil and Administrative Tribunal, the Environment Protection Authority Victoria or the courts. Our Customer Care Team will advise you further about these options.

Disputes over money

If your complaint involves a dispute over money you owe, we won’t seek payment of the amount owed unless the dispute has been resolved in our favour. However, you must pay any other amount which doesn’t directly relate to your complaint.

For more information on our complaints process, visit yvw.com.au/feedback.

Backflow prevention device means an approved device as defined under AS/NZS 3500 Plumbing and Drainage Water Services as a device which will prevent the reverse flow of water from a potentially polluted source into the water supply systems.

The charter is a summary of the customer’s rights and obligations as outlined in the Water Industry Standard issued by the Essential Services Commission. It’s intended to be a guide for practical purposes, and isn’t intended to have legal effect or be a substitute for statutory, contractual or other legal requirements.

Complaint means a written or verbal expression of dissatisfaction about an action, a proposed action, or a failure to act by Yarra Valley Water, its employees or contractors.

Customer broadly means someone who owns or operates a business in a property connected to Yarra Valley Water’s water and/or sewerage systems. A person is a customer and is covered by the charter if they:

• Own and occupy a property that’s connected to, and serviced by, Yarra Valley Water’s water and/or sewerage systems.
• Own a property that’s connected to, and serviced by, Yarra Valley Water’s water and/or sewerage systems, but don’t occupy it e.g. a rent provider or an owner of an unoccupied property.
• Occupy a property connected to Yarra Valley Water’s water and/or sewerage systems and are liable to pay water usage and/or sewage disposal charges.
• Have entered into a separate written agreement with Yarra Valley Water for water supply and sewerage services and/or the discharge of trade waste.

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

Interruption means, 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 customer is unable to dispose of sewage through the sewer pipes on their property into Yarra Valley Water’s sewerage system.

Maintenance includes repair and replacement.

Meter assembly means the apparatus consisting of a water meter, stop valve, strainer and any additional valves, but doesn’t include a backflow prevention device that’s been installed downstream of the outlet of the meter.

Owners corporation development means a group of allotments that share common property. This can include infrastructure or land. An owners corporation development is incorporated by registering a plan of subdivision.

Planned interruption means an interruption which is caused by Yarra Valley Water to allow planned works to be carried out.

Private extension means the pipes and associated fittings from the water and sewer property connection points (usually located at the property boundary) to the customer’s premises. A private extension may supply a single residence or multiple residences in the case of an owners corporation development or multi-resident development. The property owner is responsible for maintaining private extensions. Private extensions also cover assets previously defined as trunk services and combined drains.

Private fire service is a privately owned and maintained asset for fire protection and it is essential it operates effectively in an emergency situation. A fire service includes all pipework and assets into a property excluding the stop valve on Yarra Valley Water’s main and the water meter (where fitted).

Property service pipe means the pipe from Yarra Valley Water’s main to the meter assembly, or to a stop tap near the property boundary where no meter is fitted.

Recycled water means Class A recycled water supplied by a third pipe and as defined in the EPA Victoria publication 464.2 Guidelines for Environmental Management: Use of Reclaimed Water.

Renter means a customer who leases or rents a commercial property from another person.

Rent provider means any person who leases a property to a customer.

Sewage means any human excreta or domestic waterborne waste, whether untreated or partially treated. It doesn’t include trade waste or stormwater.

Sewerage services means the functions described in Part 9 of the Water Act 1989.

Trade waste broadly means any industrial and commercial liquid waste apart from normal domestic sewage. It can contain chemicals, fats or detergents. It’s typically wastewater as a result of a washing, cleaning or rinsing process. It can also be liquid food waste. A detailed definition is given in regulations made under the Water Act 1989.

Unplanned interruption means an interruption which is caused by a fault in Yarra Valley Water’s system or a fault which is the maintenance responsibility of Yarra Valley Water as set out in the Water Industry Standard.

Water means both drinking water and recycled water unless otherwise stated.

Water Industry Standard means the Water Industry Standard – Urban Customer Services, issued by the Essential Services Commission on 27 September 2022.

Water law means the relevant requirements contained in or made under the Water Act 1989 and the Water Industry Act 1994.

Service standards

Consistent with the requirements outlined in the ESC’s Water Industry Standard, we’ve also set additional service and other commitments to our customers that we aim to meet over the coming years. These commitments don’t attract a rebate.

Approved service commitments are set out below.

Minimum flow rates

Customer driven outcomes for 2023-24 to 2027-28

When we consulted with customers during our 5-year planning process for 2023-24 to 2027-28, our customers told us that the following 6 outcomes and 17 measures are important to them.

We’re committed to achieving these outcomes and if an outcome isn’t achieved, we’ll return $1.8 million the following year through a community rebate for each outcome not achieved.

We produce Class A recycled water according to strict guidelines developed by the Environment Protection Authority Victoria and the Department of Health. We ensure these high standards through process control and quality assurance systems including continuous monitoring throughout the treatment facility.

While recycled water has been treated to a high standard, it’s not intended for human consumption.

Testing and monitoring the quality and integrity of the recycled water system can involve occasionally adding substances to recycled water to allow us to detect non-compliant connections.

From time to time at our discretion, we may need to temporarily supply you with drinking water instead of recycled water. You’ll still be charged recycled water prices if we supply drinking water instead of recycled water.

Recycled water is suitable for:

• Washing clothes.
• Flushing toilets.
• Garden use.
• Washing cars.
• Filling ornamental ponds*.
• Industrial uses approved by the Department of Health.
• Fighting fires (except for sprinkler type fire systems).

* The water may need to be changed regularly as algae may grow due to the nutrients in recycled water.

Class A recycled water isn’t suitable for:

• Drinking.
• Cooking, preparing food or other kitchen use.
• Showering and bathing.
• Bidets and sanitary sprays.
• Evaporative coolers.
• Indoor house cleaning.
• Swimming pools or spas.
• Children’s slip and slides or other water toys.

We’ll need to determine whether you’re required to have a recycled water agreement and develop an environmental improvement plan before connecting to our recycled water infrastructure. You must have our approval to use recycled water in ways other than those stated above.

If you’d like to discuss using recycled water in your business, please call us on 1300 304 688. Please note, access to recycled water may be discontinued if you use it for purposes it isn’t suitable for.

Enquiries

1300 304 688

Faults & emergencies

13 27 62 (24 hours a day, 7 days a week)

Free translating & interpreting service

Arabic العربية

1300 914 361
http://www.yvw.com.au/online/Arabic 

Cantonese 廣東話

1300 921 362
http://www.yvw.com.au/online/cantonese 

Greek Eλληνικά

1300 931 364
http://www.yvw.com.au/online/greek 

Mandarin 普通话

1300 927 363
http://www.yvw.com.au/online/mandarin 

Other languages

For all other languages please call 03 9046 4173 (local call cost in Australia) 8.30am - 5pm, Monday to Friday.

Email [email protected]

25-35 Lucknow Street Mitcham Victoria 3132
ABN 93 066 902 501
yvw.com.au