CUSTOMER CHARTER

2018-23 A message from the Managing Director

Dear customer,

Our Customer Charter sets out our commitments of our 2018-23 Price Plan. A core part of this was to you as a customer of Water. It listening to where customers wanted us to focus also outlines your rights and responsibilities as a on delivering improvements in the next five years, customer, and our rights and responsibilities as a to provide innovative and sustainable services service provider. that meet your needs. We hope you enjoy seeing the results and outcomes of our customer-driven We are committed to delivering safe, reliable and initiatives. affordable water and wastewater services to our customers. This includes delivering the some of I encourage you to take the time to read this the lowest prices in , a renewed focus on charter and please contact us if you have any water quality and supply, modern and thoughtful queries. customer service and implementing meaningful environmental and recreational outcomes. Peter Quinn We’re excited for you to see the benefits of the Managing Director improvements we will be implementing as part Goulburn Valley Water

2 | www.gvwater.vic.gov.au | Contents

Introduction 4 About this charter and Goulburn Valley Water

Commitments 5 Our promises to you about water quality and supply Your promises to us as a customer

Works and maintenance 7 Your responsibilities and our responsibilities

Charges and billing 8 Rates, meters, charges and payment options

Information, consultation and privacy 11 Sharing advice and information

Our water 12 Requirements and regulations

Enquiries, complaints and disputes 13 Answering questions and resolving concerns

Appendices Guaranteed Service Levels 14 Approved Service Standards 16 Definition of terms 17

Our contact details 18

| 1800 454 500 | 3 Introduction

Who are we? Goulburn Valley Water provides water and wastewater services to more than 126,000 people in over 50 towns across Northern Victoria. Our service area stretches from Marysville to and from Colbinabbin to Merrijig – about 20,000 square kilometres in total. We are responsible for treatment and distribution of drinking and non-drinking (non-potable, or regulated) water to residential, business and industrial properties within our designated water districts. We’re also responsible for the collection and treatment of domestic and industrial wastewater within these areas. We are committed to delivering safe, reliable and affordable water and wastewater services. We are Goulburn Valley Water’s also committed to offering exceptional services that service area benefit our customers and our communities. COBRAM Goulburn Valley Water is a Statutory Corporation responsible to the Minister for Water, and operates under the Water Act 1989. We have a Board of Nathalia Wunghnu Directors appointed by the Minister, who serve Tongala Katandra under three-year terms. Kyabram Congupna Dookie What is this charter? Mooroopna CoC rop Tatura Our Customer Charter sets out your rights and Stanhope Toolamba responsibilities as a customer and our rights and RushworthRus responsibilities as a service provider. These are set Colbinabbinlb Murchison Violet Town out by the Essential Service Commission’s (ESC) Euroa Customer Service Code - Urban Water Businesses. Nagambie Strathbogie Longwood

This charter will outline the levels of standards you Avenel Mangalore can expect as a customer of Goulburn Valley Water, SEYMOUR how we will deliver our services and how we’ll work Bonnie Doon Mansfield Pyalong Merrijig Sawmill with you. Tallarook Settlement Broadford Yea ALEXANDRAA If we need to make any changes to this charter, we’ll Kilmore Thornton Eildon consult with our customers and customer groups Clonbinane Wandong and any alterations will be approved by the ESC. Buxton We’ll communicate any major change with you by Marysvilleysvil providing a copy of this charter or a summary of this Woods Point charter with your next bill or when you become a new customer with us.

This charter applies from 1 July 2018. Northern District This charter does not apply to trade waste Central District customers, recycled water or other services supplied by agreement – you should refer to your South West District individual agreement. You can download a copy of our Trade Waste Customer Charter on our website. South East District

4 | www.gvwater.vic.gov.au | Commitments

Connection commitments Towns in our service area receiving non-potable If your property is connected to Goulburn Valley Water’s water supply are: system, we will provide you with services and standards • Corop outlined in this charter. If you make a request for a new • Goulburn Weir (Baxter’s Rd) connection to an available service, we will approve or • Kirwans Bridge respond to it within 10 days - or later if agreed - if all • Molesworth applicable connection fees have been or agreed to be • Strathbogie paid for; and all reasonable terms and conditions of • Woods Point. connections have been complied with. We issue reminders to all customers receiving Service commitments a regulated, or non-potable, water supply with information on its limitations. We also publish this Water Quality information on our website. We’re committed to providing high quality, safe and Flow rates reliable drinking water which consistently meets the COBRAM Victorian Safe Drinking Water Act 2003. We provide a minimum flow rate per minute which is Katunga Picola dependent on your service pipe size. The flow rate in Barmah Numurkah Katamatite We monitor water quality regularly, including through litres is measured at the water meter or tap nearest Nathalia routine monitoring and testing in all localities, annual Wunghnu the meter assembly. Single residential properties water quality reports and proactive initiatives to generally have a 20mm property service pipe. Tongala Katandra Tallygaroopna Kyabram maintain and improve water quality throughout our Congupna Dookie service area. This information is available on our Minimum flow rates: Mooroopna SHEPPARTON website and by request. You can also find a list of Diameter of property ser- CoC rop Tatura 20 25 32 40 50 Stanhope Toolamba our Approved Service Standards on page 16 of this vice pipe (millimeters) RushworthRus Minimum flow rate (litres document. 20 31 51 80 125 Colbinabbinlb Murchison Violet Town per minute) Water quality may vary throughout our service area Euroa and at times people may experience differences in We may not be able to provide these minimum flow Nagambie Strathbogie Longwood taste, colour and odour. If requested by you, we will rates if: Avenel undertake tests to confirm supply to your property • there is a planned or unplanned water supply Mangalore interruption SEYMOUR complies with state standards. If the water does Bonnie Doon Mansfield not comply, we’ll take action to rectify it as soon as • there is a water supply shortage due to peak Pyalong Merrijig Sawmill summer demand, drought, or other unavoidable Tallarook Settlement possible and we’ll meet testing costs. Broadford Yea causes ALEXANDRAA If you have any concerns about water quality, we Kilmore Eildon • your service is provided via a private line, or Clonbinane Thornton encourage you to contact us on 1800 454 500. • your service is restricted due to non-payment of Wandong Buxton Non-drinking water supply an account. Marysvilleysvil Woods Point Some water supply systems we operate only At your request, we will arrange to test the flow rate have basic disinfection and have been declared and advise you of any potential costs to be paid. If as regulated (also known as non-potable or non- the flow rate does not meet standards, we will meet drinking) water supplies under the Safe Drinking the cost of testing and we will work to rectify it as Northern District Water Act 2003. This water is not intended for soon as possible, or as agreed with you. human consumption. Central District We have plans, systems and processes in place to Regulated, or non-drinking, water does not meet manage our assets to provide reliable services to Australian Drinking Water Guidelines requirements. South West District our customers. These aim to minimise any impact of There is no protection against disease-causing planned or unplanned service interruptions, as well organisms that may contaminate the water, and it’s South East District as providing access to emergency drinking water not fit for drinking, food preparation or other uses supplies if required. where consumption may occur.

| 1800 454 500 | 5 Commitments

We comply with Approved Service Standards, We urge you to keep your details up-to-date, which are outlined on page 16 of this charter and including a mobile phone number, so we can let you have been approved by the ESC. These standards know of any interruption which affects you. include information for planned or unplanned water Special needs supply interruptions; sewer blockages; notification times to attend bursts, leaks, sewer spills and If you require water for a life support machine or blockages; service restoration times and sewer spill other special needs and are on our register, we’ll containment times. notify you at least four business days in advance of a planned interruption and as soon as possible for Unplanned interruptions an unplanned interruption. In the event of an emergency or unplanned water You can register a life-support machine or other supply or sewer interruption, we will promptly attend special needs with us by phoning our 24-hour the site as soon as we’re notified. We will take Customer Service Centre. action to rectify the situation and take into account any customer, property and environmental impacts. Your commitments If a sewage spill occurs on your property, we will As a customer, you are responsible for: minimise damage and inconvenience to you and will • paying your water account within 28 days of promptly clean and disinfect the affected area. date of issue • paying charges after vacating a property, unless Information about unplanned interruptions will be you’ve given us at least two working days’ available through our 24-hour Customer Service notice Centre on 1800 454 500. • telling us if you’re selling or purchasing a Planned interruptions property • ensuring your meter is accessible for our If we need to interrupt your water supply or sewer employees for planned maintenance or other works, we’ll let • maintaining your property infrastructure you know at least 48 hours in advance. We’ll leave a • removing trees if requested by us written notification in your letter box/at your property • seeking our consent for any building or and if we have your mobile number, we’ll send you structural work which may interfere with or a text message notification two days prior and a affect a service or system reminder on the day of the planned interruption. • not altering anything connected to our works Notification will include the day, date, time and without our consent, and expected duration of the planned interruption. • observing any restrictions we may impose under water law.

6 | www.gvwater.vic.gov.au | Works and maintenance

Water supply and sewerage services You are also responsible for any damage and associated costs to the water meter, isolation valve Our responsibilities or service pipe that is not general wear and tear. We have processes and programs to continually You must also report any damage to, or loss of, the maintain our systems as set out by the Approved meter to us within two business days. Service Standards under the Water Act 1989 and the Water Regulations 2014. You are also responsible for clearing blockages in your house drain up to the inspection opening or The general rule is that we are responsible for house connection branch. maintaining the water service up to, and including, the water meter. There are situations where our If you are uncertain who is responsible for a responsibility finishes at your property boundary, or maintenance issue, please call us on 1800 454 500. the first accessible stop tap. Need more information? If the property has a private fire service, we are You can find more advice in ourWater Services responsible for maintaining it up to the stop valve at Maintenance and Repairs and Sewerage Services the main. Property owners are responsible for the Maintenance and Repairs information sheets on private fire service. our website at www.gvwater.vic.gov.au/residential/ For sewer services, we are responsible for help-advice/your-responsibilities maintaining the house connection drain up to the inspection opening pit, or a maximum of one metre Property access from the property boundary (whichever is shorter). We have the right to enter your property for a number of purposes, including in an emergency If the sewer main is located inside your property, (i.e. investigating or repairing a water main burst or our responsibility is up to the inspection opening, sewer blockage) or to read your meter. or a maximum of one metre from the sewer main (whichever is shorter). Our staff and contractors wear identification when entering a property. We will notify anyone present, Your responsibilities or leave a notice, stating identity, date, time and All plumbing and pipework from our water and purpose of entry, except when reading your meter. sewer connection points to your property (including private extensions or services, or property service If we hold keys to a property, they will be held in safe pipes from private extensions) are your responsibility custody and returned when you vacate the relevant as the property owner. property or if access is no longer required.

| 1800 454 500 | 7 Charges and billing

Charges calculation charges for your account and your rights Charges listed on your bill include: and responsibilities. • water and sewerage service charges We send your bill to your physical or electronic (email) • usage charges: water usage, and waste water address as specified by you. We can also send your usage (non-residential properties only) account to an agent or person authorised to act on • any interest on outstanding amounts your behalf. If no address has been specified, we’ll • fire service charges if applicable. send it to the property’s physical address, or your last We will notify you of any changes to our charges in known address. your next bill after the changes are approved. We If you are a tenant, you are responsible for paying may also use a pro-rata rate if the variation falls water usage charges, where: within a billing period. • the water has been separately metered Meters • your landlord has told us you are the tenant • we read the meter at the change of tenancy. Your water use is measured through a pay-for- use system, where the amount of water you use If you own or occupy multiple properties in our service is measured by a water meter. This amount is area, you will receive a separate bill for each property. recorded every billing cycle, or three times a year. If requested, we can provide you with the usage Meter access history for the previous three years, within 10 You need to ensure there is safe access to your business days. Requests for information older than meter so it can be read regularly. Where we cannot three years may incur a fee. read your meter, we may ask you to do so on our Adjustment of bills behalf. If you do not provide us with a reading, we will issue an account based on an estimated water If you are overcharged, we will inform you within 10 usage, calculated on your water usage history. We will business days of becoming aware of the error and make any adjustments the next time we read your you will receive a refund or credit. meter. We’ll take all reasonable measures to ensure If you are undercharged, we will notify you in your your meter is read every billing cycle, or at least once next bill, listed as a separate item. We will only seek every 12 months, providing we have access. to recover amounts incurred in the 12 months You can also ask us to determine your outstanding prior to notifying you. Flexible payment options are charges outside of a billing period, where we will available to repay for undercharging. arrange a special meter reading at a reasonable If we estimate you have been undercharged due to cost to you. illegal use, we will identify an amount due based on Testing your meter estimating the usage for which you have not paid. We may also exercise other rights available to use in We take all reasonable steps to ensure your meter respect to this amount. reads accurately. If you think your meter reading is high and you don’t believe you have any leaks, Payments you may ask us to test it. Tests will be carried out We require you to pay your account within 28 days independently and if the meter is found to read from the date of issue. Applicable interest will be higher than industry standards, we will replace it charged on overdue accounts. and refund the test costs. If the meter is working accurately, you will be responsible for testing costs. You can pay your account in a variety of ways: • using BPAY with the details on your bill Billing • Centrepay for Centrelink recipients We issue accounts to our customers three times • direct debit via bank account a year. Your bill contains information about the • in person at our Fryers Street, Shepparton office

8 | www.gvwater.vic.gov.au | Charges and billing

• at any 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. Alternate payment options 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 • be able to be renegotiated at your request if there is a change in your circumstances • be confirmed in writing to you as soon as possible after the flexible payment plan begins. 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 non- payment; 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, we’ll send a reminder notice requesting We may recover costs charged by our financial payment to be made within seven days and let you institution if a cheque is dishonoured or you have know the date from when interest charges will be insufficient funds available when paying by direct debit. applicable. Actions for non-payment If you fail to pay a reminder notice by the date stated, we will issue a final notice requiring payment We will make all reasonable efforts to help you pay to be made within seven days. We will also let you your water bill. However, if you have not paid your know about any assistance which may be available bill after receiving a final notice, we may take legal and that if legal or restrictive action is taken, you action or restrict your water supply if: may incur additional related costs. • more than seven days have passed since a final notice was sent We charge interest on unpaid amounts, unless you • we’ve made reasonable attempts to contact hold an eligible concession card. The maximum rate you about the non-payment, including providing we can charge is set by the ESC each May. Interest information on payment assistance by charges will start accruing on the day the amount telephone, letter or in person is due and will end on the day all unrecovered • you’ve been notified of any proposed amounts are paid in full. restrictions or legal actions and the costs • you have been offered a flexible payment option Under water law, if you are liable to pay us an and you have failed to respond amount related to a property you own, that amount • you agreed to a flexible payment plan and have is a charge on that property. failed to comply with the arrangement.

| 1800 454 500 | 9 Charges and billing

We will not begin legal action or restrict your water takes into consideration your capacity to pay supply if you: • referrals to free financial counselling • owe less than $200, unless you have failed to • water saving advice. pay consecutive bills in full during the past 12 months Hardship Policy • are eligible for and have lodged an application We have a Hardship Policy in place to ensure for a concession card we work with customers who are experiencing • have made an application, which is outstanding, financial difficulties sensitively. A hardship customer under the Utility Relief Grant Scheme can be identified by our team, themselves, or an • are a tenant and the amount owed is by your independent, accredited financial counsellor as landlord, or you have a claim against the having the intention but not the financial capacity to landlord regarding a water bill pending the make the required payments. Victorian Civil and Administrative Tribunal, Customers in hardship are exempt from supply or the amount in dispute is subject to an restrictions, legal action and additional debt unresolved complaint procedure in accordance recovery costs – including waiving any interest with our customer complaints policy. accrued prior to identification of and during the This does not restrict our rights under water law period of hardship – while payments are made to us to pursue a debt you owe us if you are no longer a according to an agreed flexible payment plan. Our customer. staff frequently contact identified hardship customers to confirm their ongoing eligibility for the program. Additionally, we will not restrict your water supply: • if you require water for a life support machine Phone 1300 360 007 to request a copy of our or other special needs Hardship or Family Violence policies or visit • on a Friday, public holiday, weekend, day before www.gvwater.vic.gov.au/residential/your-account/ a public holiday, or after 3pm on any day • if it’s a Total Fire Ban day declared by the Family Violence Policy Country Fire Authority in the area Family violence impacts all areas of our community, • if we believe that restriction would cause a and as such, we recognise the role we play in providing health hazard after taking into account any account solutions and support services for customers. customer concerns. Confidentiality and safety are our utmost priorities. If your water supply is restricted, the flow rate at We treat every customer with respect and provide the tap nearest your meter will be about 2 litres per a service that minimises repeat disclosure and minute. We will restore your water supply within 24 provides individual case management. hours upon payment of a fee, when the reason for restriction has been resolved. If you are affected by family violence, we’ll ensure your information is kept strictly confidential - even if Payment difficulties someone else’s name is on the account. If you have If you are having trouble paying your bill, please a joint account and have been left with a debt, we’ll contact our Customer Accounts and Services team work with you to find a solution. We’ll also provide on 1300 360 007 – the sooner you contact us, the information about support we can offer, as well as sooner we can help. referrals to other specialist services if required. We have a range of options available to assist Moving house? customers who are having trouble paying their If you own your property, your solicitor/conveyancer account, such as: will manage the change of ownership process as • providing information on government part of the property transfer. If you are a tenant, assistance that may be available you’ll need to advise us two days before moving out • arranging an alternate payment option that of your rental property to organise a final bill.

10 | www.gvwater.vic.gov.au | Information, consultation and privacy

Information group of customers face-to-face to gather their input If requested, we can provide you with (fees may and opinions on our service provision and planning apply for some): and decision making. We also undertake an • an account history annual customer satisfaction survey to understand • an Information Statement stating community expectations and perceptions. encumbrances or outstanding orders or Privacy charges for a property serviced by us • water reuse and conservation educational Your privacy is of great importance to us and we’re material committed to ensuring your personal information • lists of prices, offers and contact numbers is protected. We collect this information for the • communication assistance, including purpose of providing water and sewerage related interpreters or TTY service for speech and services, which may include service and product hearing impaired customers promotion and market research. We may disclose • a copy of our operational regulatory your personal information to our contractors for this requirements, including the ESC’s Customer purpose, and to other third parties including the Service Code. Minister for Water and government departments. We may not provide information if it We have developed a comprehensive Privacy Policy contravenes our information handling which outlines how we protect and handle personal ! requirements under our Family Violence Policy. information in line with National Privacy Guidelines under the Information Privacy Act 2000. You can Stakeholder engagement find more information on our website or by calling We engage and consult with our customers about 1300 360 007. important issues in our region to ensure we’re You can request access to your personal information responsive to customer needs and concerns. As held by us by contacting us and signing a release part of our Price Plan 2018-23, we also host an form. A reasonable fee may apply. Annual Performance Forum, where we work with a

| 1800 454 500 | 11 Water

We have information and tips on being water wise If you are found to breach Permanent Water to save water around your home – this can be found Saving Rules or water restrictions, you may face a on our website, or provided on request. penalty. You can find more information about water restrictions and penalties on our website or by Permanent Water Saving Rules apply to all of our calling our 24-hour Customer Service Centre. customers every day of the year. They promote efficiency and sensible water use. These rules Water recycling include: We treat wastewater to quality levels required by • sprinklers can be used after 6pm and before the Environment Protection Authority, to recycle on 10am land or to replenish river systems. Where possible, • handheld hoses can be used any time if a we work with local communities and industries to trigger nozzle is attached re-use it as a resource. • brooms and blowers must be used to clean hard surfaces. We do not supply recycled water services for You can find more information on our website. domestic customers. Recycled water is used for agricultural irrigation under a Third-Party Re-Use Drought response plans and water restrictions Agreement. We may need to implement our Drought Response Plan and introduce water restrictions during times of Environmental Management low rainfall or in drought situations. During this time We manage our environmental responsibilities in you will still be required to pay the full water service a professional and responsible manner using an fee, but your water usage charges will be reduced in Environmental Management System. This outlines line with reduced water usage. environment policy, objectives, plans and procedures.

12 | www.gvwater.vic.gov.au | Enquiries, complaints and disputes

Enquiries If you have a question about your service, we We aim to respond encourage you to give us a call – we have a to enquiries promptly dedicated 24-hour faults and emergencies phone and courteously. We’re number (1800 454 500), and a Customer Accounts and Services number (1300 360 007). You can find committed to providing a complete list of our contact details on the back exceptional customer service page of this document. We aim to respond to your to ensure you’re satisfied with enquiry quickly and courteously. “ the outcome. Complaints We have a Customer Complaints Policy in place to ensure your concern is addressed fully, fairly and any reasons for the decision we make; or if your and within a reasonable timeframe. We know complaint is complex, we’ll let you know when you complaints can provide an opportunity to improve can expect a reply. our customer service, and we’re committed to working to resolve your complaint at the first point of Dispute resolution contact to your satisfaction. ” If you’re not satisfied with our response or the If requested, we’ll reply in writing to acknowledge outcome, you can ask to have your complaint your complaint within 10 business days. Our re-assessed by a senior manager. response will outline the nature of your complaint 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, , VIC, 3001. Phone 1800 500 509 or email [email protected] 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

| 1800 454 500 | 13 APPENDICIES - GUARANTEED SERVICE LEVELS

We are committed to providing high standards of service to you. If we don’t meet these, customers $25 rebate who are affected may be eligible for a rebate on their water or sewerage charges as part of our Water pressure is an important issue for customers. Guaranteed Service Levels (GSL). The rebates will As part of our Price Plan 2018-23, we’ll be working be applied to your account as soon as practicable with customers in identified towns to review and once we become aware of the requirement for a address localised pressure issues. rebate, and rebate eligibility is determined. We will give you (an affected customer) a $25 If you are a tenant and a customer, the rebate rebate if: will be credited to your account. We won’t issue • water pressure satisfaction survey results do a GSL rebate if an event is caused by, or is the not meet Customer Charter standards after responsibility of, the customer or a third party. implementation of the pressure improvement program; until the pressure meets the standard These GSLs have been approved by the ESC. • for each full year of delay thereafter.

| $5 rebate Water taste is also a focus, so we’ll develop a customer engagement program to identify and further investigate towns with systemic taste issues. We are committed to offering customers choice and including them in our decision making process. We We will give you (a customer in an identified town) a know some customers are concerned about tariff $25 rebate if: structuring, so we plan to conduct a tariff structure • there are systemic taste issues and the timing trial in Cobram and Kilmore as part of our Price Plan for improvements is not being achieved 2018-23. • for each full year of delay thereafter. We will give you (a residential customer in a trial We know it’s important for you to know if there is town) a $5 rebate if: a water or service interruption that affects your • the trials at Cobram and Kilmore are not supply. We’re implementing an SMS (text message) underway by 1 July 2019 notification system to let you know of any faults or • a decision whether to extend/vary the trial or interruptions that impact you. adopt a new tariff structure is not made by 30 We’ll give you a $25 rebate from 1 July 2019 if: June 2022. • you don’t receive an SMS as an affected customer during a prescribed event. This does | $20 rebate not apply if you have not provided a mobile phone number to us. We’re installing permanent hydration stations in each of our towns with potable (drinking) water. There | $50 rebate: are already eight in place, and a further eight will be installed each year from 2019-23. We’ll develop a Sometimes we are required to interrupt water supply to prioritisation list for the installation and delivery time your property so we can undertake important upgrade frames. or repair works. We’ll work hard to minimise any We’ll give you a $20 rebate if: inconvenience to you when we plan and develop the • you are a customer in a town where the works, but sometimes unforeseen issues can arise. installation does not meet the time frame, and an annual $20 credit for each full year of further delay.

14 | www.gvwater.vic.gov.au | APPENDICIES - GUARANTEED SERVICE LEVELS

We’ll give you a $50 rebate if: • you experience more than five unplanned interruptions at your property within any 12 month period • water is not restored to your property within five At Goulburn Valley hours of notification Water, we’re committed • you experience more than three sewerage interruptions within any 12 month period to delivering high standards of service. If we fail to meet this As part of our Price Plan 2018-23, we’re also working with customers in towns who receive commitment to you, you may non-potable (non-drinking) water. In these towns, “be eligible for a rebate on your we’ll work with customers to develop options next bill. for improvement by 30 June 2019, agree on improvement options for at least two towns by 30 June 2021 and if required, develop agreed improvement options for remaining towns by 30 June 2023. We’ll give you (an affected customer) a $50 rebate: • if these targets are not met based on the above time frames ” • for each full year of delay thereafter.

| $300 rebate

We understand that some of our customers at times may be experiencing financial stress or hardship because their lives or circumstances change. We will provide a $300 rebate 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 Customer Service Code.

| $1000 rebate

We know that sewerage spills in your house are particularly inconvenient and can cause damage. We will give you a $1000 rebate if: • there is a sewerage spill in your house where we are at fault, and it is not contained within an hour.

| 1800 454 500 | 15 APPENDICIES - 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 Target per year

Unplanned water supply interruptions (Per 100km of water main) 18 Average time taken to attend bursts and leaks (priority 1) (Minutes) 30 Average time taken to attend bursts and leaks (priority 2) (Minutes) 35 Average time taken to attend bursts and leaks (priority 3) (Minutes) 100 Unplanned water supply interruptions restored within 5 hours (Percent) 98 Planned water supply interruptions restored within 5 hours (Percent) 99 Average unplanned customer minutes off water supply (Minutes) 13 Average planned customer minutes off water supply (Minutes) 6 Average frequency of unplanned water supply interruptions (Number per 0.15 customer) Average frequency of planned water supply interruptions (Number per 0.05 customer) Average duration of unplanned water supply interruptions (Minutes) 120 Average duration of planned water supply interruptions (Minutes) 120 Number of customers experiencing 5 or more unplanned water 40 interruptions in the year

Service standard | SEWERAGE Target per year

Sewerage blockages (Per 100km of sewer main) 15 (Excludes house connection branches) Average time to attend sewer blockages and spills (Minutes) 40 Average time to rectify a sewer blockage (Minutes) 100 Spills contained within 5 hours (Percent) 100 Customers receiving 3 or more sewer blockages in the year (Number) 0

Service standard | CUSTOMER SERVICE Target per year

Complaints to EWOV (Per 1000 customers) 0.60 Telephone calls answered within 30 seconds (Percent) 97

16 | www.gvwater.vic.gov.au | APPENDICIES - DEFINITIONS

Complaint has provided us with their details. A written or verbal expression of dissatisfaction Planned interruption about an action, a proposed action, or a failure to act by Goulburn Valley Water, its employees or An interruption which is caused by Goulburn Valley contractors. This includes failure by Goulburn Valley Water to allow planned works to be carried out. Water to observe its published policies, practices or Property service pipe procedures. (See also the definition below of enquiry). The pipe from Goulburn Valley Water’s water main Customer to the meter assembly, or to the stop valve near the Broadly means someone who buys the property boundary where no meter is fitted or the Corporation’s water or pays to discharge wastewater meter is not installed near the property boundary. into one of its sewers. Regulated water supply Customer Service Code A water supply that is not suitable for drinking or Refers to the Essential Services Commission’s food preparation purposes and is declared as a Customer Service Code Metropolitan and regulated supply under the Safe Drinking Water Act Regional Water Businesses and is available at: (SDWA) 2003. www.esc.vic.gov.au Sewerage system Enquiry The overall system for removing and processing A written or verbal approach by a customer that sewage. can be satisfied by providing written or verbal Stop valve information, advice, assistance, clarification, The valve located at or near the property boundary explanation or referral about a matter. (and normally before the water meter) that controls EWOV the flow of water into a property. The Energy and Water Ombudsman (Victoria). Tenant Financial hardship A customer who rents a property from another person. Where a customer desires to pay, but due to Trade waste financial difficulties is unable to pay within the time Any liquid, and any substances contained in it, frame set out in our policies. which may be produced at the premises in an Interruption industrial or commercial activity, but does not In the case of a customer’s water supply, a total loss include domestic wastewater. of water supply to the customer; or in the case of Unplanned interruption a customer’s sewerage service, the flow of sewage An interruption that is caused by a fault in is restricted due to a complete or partial blockage Goulburn Valley Water’s system or a fault that is in Goulburn Valley Water’s sewerage system; not the maintenance responsibility of Goulburn Valley attributed to the customer. Water. Landlord Wastewater Any person who leases a property to a customer. Liquid waste matter carried in sewers, everything Non-Drinking Water Supply that is flushed down the toilet, sinks (laundry, A water supply that is not suitable for drinking or kitchen, bathroom) washing machine, gully traps. food preparation purposes. Water Supply by Agreement Notice for the purposes of planned interruptions A water supply to a property, not serviced within to supply the meaning of the Water Act 1989, that has been Written notice delivered to the property, or a text permitted by the Corporation under the terms and message delivered to a mobile phone if a customer 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 [email protected]

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