Customer charter

Our Customer Charter is based on the Water Industry Standard issued by the Essential Services Commission (ESC). The ESC is an independent regulator of the Victorian water industry and is responsible for promoting the long-term interests of water and sewerage customers regarding price, quality and reliability of services.

The Customer Charter Summary provides a summary of your rights as a customer and our obligations to you. It includes key service standards, maintenance obligations, information about your bill and ways we can provide payment support.