Melbourne Water provides services integral to a broad range of development-related customer groups. These services protect new and existing properties from flooding and maintain the health of local waterways.

Developer Customer Charter

Our Developer Customer Charter communicates our service provision expectations and seeks to strengthen our developer customer-focused commitments that contribute to the delivery of vital services for the benefit of Melbourne’s growing community.

Quarterly charter reports

As part of our ongoing commitment, we will continue seeking ways to improve our systems to better monitor and report on our performance. We commit to reporting every quarter on our performance against response timeframes, processing of development applications and progress against the focus areas.






Response timeframes

We aim to respond to you in a timely manner. The following timeframes apply for general enquiries and development applications.

For current average timeframes for a range of developer services, updated quarterly, view our service processing times.

Enquiry type Response time
Telephone messages (call-backs) Close of business the following day
Email correspondence (excluding applications) 2 business days
Development applications

In accordance with statutory and industry-agreed timeframes - see Appendix A of the Developer Customer Charter (1.04 MB, PDF).

For more information on all our planning and building services, visit the building and works section of our website.

Meeting with us

Staff members are available for meetings on request.

Please contact the relevant team to schedule an appointment during business hours (8.30am to 5pm) on 131 722. We will nominate a date and time for the meeting.

Complaints and disputes

If you have a complaint, compliment or suggestion, please contact our Customer Service Centre:

 131 722

 contact us online

 Customer Service Centre, Melbourne Water, PO Box 4342, Melbourne 3001

Find out more about resolving complaints with Melbourne Water.

Last updated:
9 September 2021