Our commitment to you

We are committed to providing safe, secure and reliable water services to greater Melbourne. We set and strive to maintain the highest standards of service to ensure we are delivering real value for our customers and the community.

People enjoying rooftop garden at 131 Queen St, Melbourne

Our Customer Commitment is a public statement that reflects this commitment and provides a clear framework for what you can expect from us.

When you contact us you can expect to be treated with honesty, fairness, sensitivity and dignity. Our commitment to you is to:

  • put safety and wellbeing first at all times, and seek the best for our community, customers and environment
  • be open and transparent in everything we do by providing our customers with honesty and clarity in our interactions
  • take the time to listen and understand our customer’s needs
  • be responsive in a timely manner, keeping to our promised contact standards
  • provide innovative services to better meet customer expectations

Our contact standards

We are committed to communicating with you in a timely manner and being as responsive as possible to your issues and concerns.

For general enquiries we will endeavour to respond in the following time frames:

​Response types ​Time (business days)
​Online ​1
​Phone ​1
​Written correspondence acknowledgement and receipt ​2
​Updates on progress / investigation ​3, or as mutually agreed
​Complaints resolution ​10, or as mutually agreed

What we do

  • Collect, treat and supply drinking and recycled water to water retailers
  • Remove, treat and reuse sewage
  • Manage waterways, drainage systems in Port Phillip and Westernport regions

Victorian government role

  • Provide water policy, legislation and regulatory standards

Water retailer role

  • Water supply and sewage removal for homes and businesses
  • Small scale sewage treatment and recycled water production and supply
  • Meter reading and billing
  • Local water retailers

Local government role

  • Install and maintain the local drainage network, such as street gutters and drains

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