Local government

We are committed to strengthening relationships with local government, upholding service commitments, and improving the way we work with, and alongside, councils.

Local Government Charter

Our Local Government Charter outlines how we will continue to engage and work with councils to deliver water services, and what we will focus on to improve our services and relationships.

Four key principles underpin our working relationship with councils:

  • responsiveness

  • innovation

  • transparency

  • being easy to deal with.

The charter was developed in consultation with councils and the Municipal Association of Victoria. Download the full document, or view a summary:

Charter reports

Every six months we report on our performance against identified priority areas.





News and updates

For sector-relevant information delivered to your inbox, subscribe to our quarterly local government eNewsletter. You’ll receive an email with a confirmation link to finalise your subscription.

Contact us

We have a dedicated phone option and email address for local government.
Before you get in touch, find your key council contact.

 131 722 – press option 2

 [email protected]

Response timeframes

Response type Time​
​Telephone messages ​1 business day
​Email correspondence acknowledgement (with initial consideration of issues, next steps and response timeframes) and receipt ​2 business days
​Progress or investigation updates ​3 business days or as mutually agreed
​Dispute or complaints resolution ​10 business days or as mutually agreed
Last updated: